Service Desk Analyst
The Service Desk Analyst will provide remote, phone & email based, first level technical support to staff and faculty at Iowa Lakes Community College. This position requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. This position will focus on First Call Resolution (FCR) and as needed will escalate the incident to the Customer Support Technicians and other areas of the Technology Services department.
Responsibilities
- Provides excellent customer service to all Iowa Lakes Community College staff
- Answers incoming phone calls and emails promptly and professionally within established Service Level Agreement using Automatic Call Distribution
- Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
- Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
- Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
- Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
- Works closely with all areas of the Technology Services department to ensure consistent customer support
- Maintains First Call Resolution requirements within established Service Level Agreements
- Ensures accurate and prompt management of escalated or unresolved issues
- Provides collaborative input and feedback towards best practices and improved processes with all areas of Technology Services
- Provides support as needed to students
- Maintains confidentiality for all customer profiles
- Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
Qualifications
- Employee must be able to execute strong customer service skills; at least 2 years of previous customer service experience
- Associate's degree or Certificate/Diploma in computer science or related field
- Strong knowledge of Microsoft-based operating systems and software, emphasizing Windows and Microsoft Office.
Preferred Education/Experience
- Basic Active Directory Administration experience
- Experience in a call heavy work environment
- Experience with ITIL methodology
- Experience supporting Higher Education staff and faculty
- Experience supporting end users utilizing Macintosh operating systems
- Experience supporting end users utilizing educational/presentation technology peripherals
- Experience supporting end users utilizing Microsoft SharePoint
Benefits
* Health, Dental, and Vision insurance
*Paid STD/LTD Insurance for employee
*Life Insurance $10,000.00 policy paid for employee
*Section 125 Flex Spending Account
* 401(K) Retirement Plan
* Vacation Pay
* Paid Time Off
*Holiday Pay
*Employee Assistance Program
Solutions Management Group
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