Service Desk Support Analyst (Reg FT)

Community College of Allegheny County

Pittsburgh, PA

Apply

JOB DETAILS

SKILLS

Analysis Skills, Business Solutions, Customer Support/Service, Documentation, Faculty Administration, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Internet Application, Knowledge Base, Maintenance Services, Problem Solving Skills, Quality Metrics, ServiceDesk, Technical Support, Testing, Voice Chat, Voice Mail, Web Analytics, Web Conferencing

LOCATION

Pittsburgh, PA

POSTED

16 days ago

Serves as point-of-contact and primary communicator of ITS information to the College community.
Receives ServiceDesk requests via voice, email, chat, voice mail, web conferencing and self-service.
Utilizes enterprise level tracking software to create, assign and monitor ServiceDesk tickets, service requests and major incidents according to established standards.
Provides technical assistance and instruction to students, faculty, administrators and staff for college business related software and academic related software.
Diagnose and solve technical issues by utilizing a standard knowledge base.
Participate in the testing of software and web applications to evaluate the ease of use and appropriate functionality, and whether product will aid user in performing their work.
Work collaboratively with staff within the Information Technology Services department and other divisions of the college to accomplish departmental, divisional and institutional goals.
Participate in regular reviews of tickets and service requests to assure quality standards. Assist in the creation and maintenance of ServiceDesk standard procedures, subject protocols, and knowledge base for customers and ITS staff. Create documentation to increase knowledge sharing and document issues/ solutions in a complete, concise manner for use in knowledgebase system.
Escalates unresolved situations to appropriate ITS staff.
Recommends needs for user training and documentation.
Participates in college wide events and trainings. Continue to update and keep technical skills current to maintain high level of product knowledge in areas of assigned responsibility.
Knowledge of ITIL methodologies and ability to apply these methods within the current position.
Serves as subject matter expert.
Performs other duties as required or as assigned.

Service Desk Support Analyst (Reg FT)

Community College of Allegheny County

Pittsburgh, PA

About the Company

Community College of Allegheny County

Similar Job Searches