Service Desk Analyst

Job Responsibilities The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Eastern Iowa Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. Job Functions Provides excellent customer service to all Eastern Iowa Community College staff Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided Works closely with all areas of the Technology Services department to ensure consistent customer support Maintains First Call Resolution requirements within established Service Level Agreements Ensures accurate and prompt management of escalated or unresolved issues Maintains confidentiality for students, faculty and staff profiles Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public Displays a positive, friendly and respectful attitude towards customers and co-workers Possesses strong organizational skills and high attention to detail Other duties as assigned by management Job Qualifications Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment Associates Degree or Certificate/Diploma in computer science or related field Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016 Preferred Education/Experience Basic Active Directory Administration experience Experience with ITIL methodology Experience supporting Higher Education staff and faculty Experience supporting end users utilizing Macintosh operating systems Experience supporting end users utilizing educational/presentation technology peripherals Experience supporting end users utilizing Microsoft SharePoint Benefits Health, Dental, and Vision insurance Company paid STD/LTD Insurance for employee Company paid Life Insurance $10,000.00 policy for employee Section 125 Flex Spending Account 401(K) Retirement Plan and 401(k) match Paid Time Off (Vacation, PTO and Holidays) Paid Volunteer Time Employee Assistance Program Solutions Management Group is an Equal Opportunity Employer #J-18808-Ljbffr