Service Desk Analyst

Feb 20, 2018
Institution Type
Four-Year Institution

Northeastern University

Service Desk Analyst

Requisition Number: STFR004378

Division/College: Information Technology Services

Location: Boston Main Campus

Full-time/Part-time: Full Time


The Division of Information Technology 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 ITS groups beyond the Service Desk. Provides reports and statistical analysis upon request. Partners with other ITS 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.


A Bachelor’s degree is preferred, but not required. The ideal candidate will have a minimum of 4 years applicable 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.

Additional Information:
A criminal background check is required for this position.

Available schedules are:

Sunday-Thursday, 3 pm -12 am

Tuesday-Saturday, 3 pm - 12am

To be considered for this position please visit our web site and apply on line at the following link: [email protected]

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.


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