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Ankeny, Iowa
Ankeny, Iowa
The Service Desk Analyst will provide remote, phone & email based, first level technical support to staff and faculty. 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 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
Assists Lead Service Desk Analyst in conducting technology training during new employee orientations
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 back up support as needed for Student Help Desk
Maintains confidentiality for all customer profiles
Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
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