Senior Help Desk Analyst
University of Tennessee, Knoxville
Knoxville, TN
Full-time
Information Services / Technology (IT)
Posted on May 2, 2024
University of Tennessee
Office of Innovative Technologies
HelpDesk Analyst 4
Job Summary
The Information Technology Technician 4 (Senior HelpDesk Analyst) serves as a Subject Matter Expert (SME) and Process Analyst of the Office of Information Technology (OIT) HelpDesk team. This position serves as a senior HelpDesk team member. This position must work well with a team, deliver exceptional customer support, and promote process improvement. This position will work with the HelpDesk manager to ensure adherence to service level and operational level agreements, and ITIL processes. This position will work with many areas within OIT to coordinate incident and service request management. This position occasionally serves as the backup to the HelpDesk manager. This position will routinely serve as a point of point of internal escalation for customers, HelpDesk staff, and student assistants. Coordinates and conducts student assistant and HelpDesk staff training. This position will provide support for a variety of IT related incidents, problems, and service requests. Work is completed with minimal oversight.
Duties Performed HelpDesk and Campus Operator Supervision
The primary function of this position is to serve as a senior analyst on a remote team, provide excellent customer service, and support the other members of the HelpDesk team.
· Serves as a senior team member responsible for analyzing complex, technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.
· Provide advanced support for faculty, staff, and students for a variety of IT related issues, including but not limited to, Microsoft 365 and Google Workspace, Microsoft Office for Windows and Mac, account management, and IT security best practices.
· Reviews tickets prior to escalation. May follow up with requestors if additional troubleshooting steps are necessary. If the ticket requires escalation, they will follow the case and work with the tier 2 and tier 3 staff to ensure timely resolution.
· Serves as the first point of escalation for customers, HelpDesk staff, and student assistants.
· Acts as an advocate and point of contact for HelpDesk staff and student assistants.
· Creates and delivers training for team members.
· Assists in the design, development, and maintenance of the HelpDesk training program for staff and student workers.
· Coordinates training schedules.
· Indicates, develops, and makes recommendations for process and procedure updates.
· Communicates with appropriate OIT and UTK departments as needed, gathering feedback, sharing solutions, processes, and documents.
· Gathers information and analyzes data to predict trends and communicate recommendations to management.
· Assist the HelpDesk manager with policy setting and adherence for service level and operational level agreements.
· Manages small projects independently.
· Represents the HelpDesk on OIT Projects.
Knowledge Worker
· Serves as a Knowledge Base Publisher; creates, edits, and publishes internal and external knowledge articles.
· Serves as a Knowledge Base Coach; reviews article quality and provides feedback and coaching to the knowledge authors.
· Supports the HelpDesk Supervisor with Knowledge Centered Service (KCS) practices and initiatives.
This position will also include performing other related duties as required.
Required Qualifications
This position requires six years of experience or an associate degree and three years of experience in a Help/Service Desk environment. The candidate must possess advanced technical knowledge of Windows and Macintosh operating systems and applications, including Microsoft Office (especially Outlook), Microsoft 365, Google Workspace, and web browsers. Ability to write and manage end-user documentation is required. Experience training fellow employees is required. The applicant must possess strong customer service and problem-solving skills. The applicant must demonstrate the ability to coordinate and maintain a variety of projects with a significant degree of independence. The applicant must possess excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills. The applicant must possess the ability to learn and use new technologies.
Preferred Qualifications
General knowledge of ITIL and Knowledge Centered Service (KCS) principles is preferred. General knowledge of mobile devices, networking, web page development and IT Security standards and best practices is preferred. Experience with IT and customer service process refinement and development is preferred. Experience in Higher Education is preferred.
Skills and Abilities
We are looking for a candidate who can work as a senior analyst on a remote team, provide excellent customer service, and support the other members of the HelpDesk team. The candidate should also have strong skills in problem-solving, communication, interpersonal relations, organization, time-management, and team building. The candidate should be self-motivated and adaptable to new technologies.
Qualifications :
Education
Associate degree and three years of experience in a Help/Service Desk environment. In lieu of education, we will accept six years of experience.
Your Privacy Choices