Service Desk Analyst

Job Description Job Responsibilities The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Kirkwood 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 Provide excellent customer service to all Kirkwood Community College staff Answer incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution Gather appropriate information to log incidents and service requests in ticketing system accurately and efficiently Utilize, maintain, and improve upon effective troubleshooting skills, tools, and communication with customers when resolving issues Schedule Customer Support Technician Team through Microsoft Outlook or other department utilized applications Promote self-service and aid customers to use self-service when remote or desk side visit could have been avoided Work closely with all areas of the Technology Services department to ensure consistent customer support Maintain First Call Resolution requirements within established Service Level Agreements Ensure accurate and prompt management of escalated or unresolved issues Maintain confidentiality for students, faculty and staff profiles Establish and maintain strong working relationships with colleagues, staff, administrators and the general public Display a positive, friendly and respectful attitude towards customers and co-workers Possess 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 Associate 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 Solutions Management Group Ltd