Service Desk Analyst
Requisition Number: STFR000372
Division/College: Information Services
FT/PT: Full Time
The Division of Information Services is currently seeking a talented individual to fill the role of Service Desk Analyst. As part of the customer services team, the service desk analyst will provide support in-person, electronically, or by phone, training, and technology consultation to faculty, staff students and partners relating to effective use of technologies at Northeastern, including computer, audiovisual, mobility, telephony, network connectivity, and various software applications. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. Follows known processes and best practices, and identifies and actively works towards improvements. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers. Assists in troubleshooting Tier I , Tier II and some Tier III level issues and notification of enterprise problems. Ensures appropriate and accurate escalation of incidents that require resolution by other IS groups beyond the Service Desk. Provides reports and statistical analysis upon request. Partners with other IS groups and acts as a subject matter expert for the Service Desk. Participates in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and colleges. Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers. To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and on some university holidays.
The hours for this role are 12 pm – 8 pm.
The ideal candidate will hold a Bachelor’s degree in Computer Science or a related area and 4-6 years of experience. Extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience in AV media and telephony a plus. ITIL, A+, Mac and Microsoft product certifications are a plus.
An understanding of knowledgebase general concepts with a passion for providing an end user self help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required. A flexible schedule is a must as the Service Desk hours may include evenings, holidays, and weekends.
To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern
Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.