Hybrid Service Desk Analyst II

at Emory University

• Job title: Service Desk Analyst II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Atlanta, United States

About the role

• Service Desk Analyst II at Emory University resolving IT issues for faculty, staff, and students. Supporting customer functionality and satisfaction through incident resolution and service management.

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.
• Creates Major Incident Notifications (MINs) to resolve service interruptions and assign tickets to IT resources.
• Alerts SD management and staff resources to provide rapid responses to incidents, problems and outage.
• Interacts with and verifies 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.
• Collaborates with SD management to identify soft skills improvement opportunities.
• 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.
• Provides data to support SD staff coaching opportunities.
• Reviews knowledge articles to update KB and to recommend discarding of obsolete information.
• Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies.
• Performs related responsibilities as assigned.

Requirements

• High school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience.

Benefits

• Emory 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 does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
• Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination.
• 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).