Service Desk Analyst

Job Description

Under the direction of the Assistant Director of Housing and Hospitality Services Information Technology Operations and Student Technology Center (STC), The Service Desk Analyst will act the team leader of the HHS IT Service Desk team. The Help Desk Analyst will provide front-line technical support to 600+ internal customers. In conjunction with the Technical Analysts for the STC, the Service Desk Analyst will provide front-line technical support for over 14,000 external residential student customers. The Service Desk Analyst will define and analyze incoming technical support requests to effect appropriate solutions to network operations, software applications, desktop support, and printing operations in a Hospitality First! environment. The Service Desk Analyst will serve as a business consultant with end-users to gather information, determine needs, and effect computer-oriented solutions; and resolve and distribute issues based on internal procedures and standards. The Service Desk Analyst may also perform basic network administration and security functions; analyze database needs on a conceptual level to determine end-user needs, using understanding of database structures and theories; and help meet the Service Desk’s responsibility to identify, track and provide timely resolution of all computer-related problems and questions for all users. The Service Desk Analyst will assist in the performance of all administrative functions relating to users and systems of the network.