Service Desk Analyst

  • Full-time

Job Description

Summary: The Service Desk Analyst is the public face of Information Technology Services, providing Tier 1 technical support to faculty, staff, and students. The Analyst will communicate clearly and effectively by phone, electronically, and in person with all audiences in order to achieve desired outcomes and maintain high customer satisfaction.

Essential Duties and Responsibilities
• Provide Tier 1 technical phone support, answering more than 90% of incoming calls during business hours, with less than 10% rollover to voicemail
• Review, diagnose, and resolve or assign all electronic support requests within 1 business day. At least 40% of all requests should be resolved by the Analyst and the remainder assigned to Tier 2 support for resolution
• Monitor active help requests and coordinate with Tier 2 analysts to ensure at least 90% of requests are resolved within 3 business days and that all requesting users receive appropriate communications
• Analyze user feedback and implement strategies to achieve and maintain a 99% user request satisfaction rating
• Develop, deliver, and maintain technical support & training information to reach technical & non-technical users


Qualifications

Experience, Knowledge and Skills Required
• 3+ years progressive experience in a user support role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues
• Strong problem solving, critical thinking, analytical skills required
• Strong customer service, oral & written communication skills required
• Demonstrated organization and follow-up and follow-through skills to ensure completion of goals and objectives in specified timeframe
• Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands
• Ability to work independently and as a member of a high-functioning team
• Proven ability to quickly learn and apply new technology, software, processes and procedures
• Bachelor’s degree preferred or equivalent combination of education and experience

Additional Information

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental & vision insurance, domestic partner benefits, defined contribution retirement plan & supplemental retirement plan, vacation and paid holidays, tuition remission & tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, FMLA leave, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

About Queens

Queens University of Charlotte is a private, co-educational, Presbyterian-affiliated comprehensive university located in the heart of Myers Park in Charlotte, NC, and is consistently ranked in the top tier of Southern Regional Masters Universities. The university has over 2,200 undergraduate and graduate students in programs offered by the College of Arts and Sciences, the McColl School of Business, the James L. Knight School of Communication, the Wayland H. Cato Jr. School of Education, the Andrew Blair College of Health and the Presbyterian School of Nursing and Hayworth School of Graduate and Continuing Studies. Additional information about may be found at http://www.queens.edu.

Physical Requirements (with or without reasonable accommodation)
• Visual: Ability to read reports, create presentations, and effectively use a variety of computer systems and programs.
• Hearing: Hear well enough to communicate with co-workers, vendors, and students.
• Dexterity, Grasping, Feeling: Write, type, and use the telephone, copiers, and computer systems.
• Mobility: Fine and gross motor abilities sufficient to manage use of the computer, operate office machines; move between departments and attend meetings across campus.
• Talking: Frequently convey detailed or important instructions and ideas in a concise and accurate manner.
• Lifting, Pulling, Pushing: Exert up to 30 pounds of force.
• Work requires potentially extended periods of walking, standing, and sitting.

Work Conditions
• Work in office, online, and classroom environments, involving contact with students, faculty, staff, administrators, and vendors.
• Work has deadlines, multiple interruptions, and high volume and may be stressful at times.

Disclaimer: The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of the position. 

Queens values campus diversity and demonstrates this in campus initiatives; we particularly encourage members of historically under-represented groups to apply. Only candidates who best match requirements of job will be contacted. The position will be removed from the website once an offer is extended and accepted, or when a sufficient candidate pool is identified. Due to limited staff resources, phone calls cannot be accepted or returned.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, child birth and conditions related to pregnancy or child birth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other university-administered programs. Any applicant for employment who needs any reasonable accommodation under the Americans with Disabilities Act should contact the Director of Human Resources at 704.337.2297.