Service Desk Analyst (Analyst, IT)

Employer
Duke University
Location
Enterprise Systems and Support

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Administrative Jobs
Technology, IT Support & Training

Job Details

**Work Schedule: Sunday – Thursday (11pm – 8am)**

POSITION SUMMARY:

The Analyst, IT (Service Desk) will provide customer service and technical support for the computing needs of Duke University and members of the Duke community as an analyst for the Office of Information Technology’s service desk.

DUTIES & WORK PERFORMED:

  • Provide initial and follow-up technical and customer support primarily via phone, web, instant messenger and email. Support includes email accounts, connectivity issues, operating system problems, enterprise applications, and a variety of desktop software packages.
  • Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide contact information directly to customers.
  • Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service. Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.
  • For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
  • Work with colleagues and supervisors to ensure smooth communication and escalation flow during major outages during and after normal business hours.
  • Provide direct technical support to technology support staff in partner IT units.
  • Follow standard operating procedures and guidelines in relation to all work performed.
  • Participate in regular team meetings and training sessions.
  • Perform other related duties incidental to the work described herein.
  • Work with the Service Desk management to ensure smooth communication and escalation flow during major outages.
  • Escalate Tier 3 problems to appropriate support groups through the incident-tracking system and according to department problem resolutions process.

Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other duties as required.

Work Schedule: Sunday – Thursday (11pm – 8am)

SOFT SKILLS:

  • Constant attention to customer service
  • Excellent time-management and organizational skills
  • Exceptional customer service skills, including verbal and written communication skills
  • Demonstrated ability to work as part of a team in a fast paced environment
  • Self-motivated and goal-oriented
  • Ability to work under minimal supervision
  • Exceptional multi-tasking capabilities

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATIONS:

EDUCATION:

Minimum of associate’s degree in computer related field and 2 – 3 years of technology support experience or an equivalent combination of education and experience in computer troubleshooting and customer support.

EXPERIENCE & SKILLS:

  • Working knowledge and understanding of Duke’s technology infrastructure, applications and tools, as generally gained through previous work experience in the OIT or similar service desk
  • Demonstrated knowledge of IT business processes and procedures. Expertise in administrative and enterprise application support; knowledge of Duke and the internal working groups in OIT preferred.
  • Experience in customer service and incident management tools (Remedy experience preferred)
  • Expert knowledge of Windows and Macintosh operating systems, as well as strong familiarity with Linux/UNIX
  • Expertise in Internet applications, including email software, web browsers, wikis/blogs, calendaring applications and networking concepts
  • Demonstrated analytical skills, including computer troubleshooting techniques
  • Demonstrated communications skills, both verbal and written

WORKING CONDITIONS:
Fast paced public work environment with constant customer contact

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Organization

Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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