About the role
Department
Customer Support Administration
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Service Desk
Position Title
IT Service Desk Analyst
Job Family Group
Professional Staff
Job Description Summary
The IT Service Desk Analyst serves as the primary point of contact for technical support at the University of Kansas Medical Center within KUMC IT Services. The analyst responds to technology-related questions, issues, and service requests and assists customers with restoring access to technology services.
The IT Service Desk Analyst provides technical support through phone, email, chat, and in-person interactions. The analyst records and documents reported issues and service requests, troubleshoots issues, and escalates them to the appropriate support teams when needed. The analyst also communicates with customers regarding issue status and resolution.
The IT Service Desk Analyst reports to the Customer Experience Manager.
Job Description
Job Duties
- Address technical support issues independently and in collaboration with team members.
- Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
- Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
- Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.
- Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
- Document technical support activities into the IT Service Management software and relevant knowledge base.
- Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues. Provide technical support during scheduled rotations at the Walk-In Appointment Desk.
- Prepare, configure, image, test, and deploy new hardware while reimaging and refurbishing existing devices for redeployment and ongoing lifecycle management.
- Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
- Communicate customer concerns and service needs to the appropriate teams and identify opportunities to improve the customer experience.
- Track assigned incidents through resolution and provide customers with status updates.
- Maintain familiarity with technologies, procedures, operating systems, and applications relevant to service desk support.
- Provide management with feedback on service desk processes and opportunities for improvement.