Service Desk Analyst II - Goizueta Business School

About the role

The Service Desk Analyst II supports faculty, staff, and students, independently resolving moderately complex technical issues while ensuring high levels of customer satisfaction. This role plays a key part in incident and knowledge management, service improvement, team collaboration, while maintaining clear, consistent communication.

Responsibilities

• Supports faculty, staff and students to maintain customer functionality and satisfaction.
• Independently resolves most moderately complex IT issues.
• Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies.
• Processes customer information and verifies location and equipment through customer relationship management tool.
• Maintains a strong understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff.
• Alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.
• Interacts with customers to collect information, clarify needs and to determine courses of action.
• Troubleshoots issues and researches issue origins to resolve tickets.
• Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved.
• Collects and analyzes SD information and activities to assist with identifying potential service interruption issues.
• Alerts SD management and service owners to confirm and validate MINs.
• Communicates issues and resolutions with SD management to clarify next steps and to ensure consistency.
• Confirms MINs and updates front end telephone announcements to communicate status of affected services.
• Communicates issue resolutions and MINs to department staff to close out events.
• Reviews tickets to determine areas for improving SD staff skills.
• Interacts with SD staff and new hires to provide incident process training and to leverage knowledge management.
• Shares ideas and insights with SD staff to increase skill levels and to reinforce team dynamics.
• Identifies knowledge gaps to contribute to Knowledge Base (KB) content.
• Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies.
• Provides in-person IT support for classroom technology requests and issues as needed.
• Images and prepares hardware using enterprise management tools (e.g., SCCM, JAMF) to meet faculty and staff technology needs.
• Troubleshoots technical issues, researches root causes, and identifies recurring patterns to propose solutions that improve service reliability and operational efficiency.

Qualifications

• A high school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience.
• Prior Audio/Visual experience a plus.

Benefits

Emory University offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

Salary is commensurate with experience.

Schedule

This position requires in-person work at an Emory University location. Remote work from home day options may be granted at department discretion.

Additional Details

Emory University is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities).