Service Desk Analyst II

     
Pay Range Minimum
Job Code:
LJ08
Hourly:
$18.75
FLSA*:
Non-Exempt
Monthly:
$3,250
Grade:
328
Annually:
$39,000

*This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.

JOB DESCRIPTION: Supports faculty, staff and students to maintain customer functionality and satisfaction. Independently resolves most moderately complex IT issues. Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. Processes customer information and verifies location and equipment through customer relationship management tool. Maintains a strong understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff. Creates Major Incident Notifications (MINs) to resolve service interruptions and assign tickets to IT resources. Alerts SD management and staff resources to provide rapid responses to incidents, problems and outage. Interacts with and verifies customers to collect information, clarify needs and to determine courses of action. Troubleshoots issues and researches issue origins to resolve tickets. Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved. Collects and analyzes SD information and activities to assist with identifying potential service interruption issues. Alerts SD management and service owners to confirm and validate MINs. Communicates issues and resolutions with SD management to clarify next steps and to ensure consistency. Confirms MINs and updates front end telephone announcements to communicate status of affected services. Communicates issue resolutions and MINs to department staff to close out events. Reviews tickets to determine areas for improving SD staff skills. Interacts with SD staff and new hires to provide incident process training and to leverage knowledge management. Collaborates with SD management to identify soft skills improvement opportunities. Shares ideas and insights with SD staff to increase skill levels and to reinforce team dynamics. Identifies knowledge gaps to contribute to Knowledge Base (KB) content. Provides data to support SD staff coaching opportunities. Reviews knowledge articles to update KB and to recommend discarding of obsolete information. Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies. Performs related responsibilities as assigned.
MINIMUM QUALIFICATIONS: High school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience. DATE CREATED/MODIFIED/REVIEWED: 11/8/11 JB

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER:

Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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