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Tech Support Analyst, Customer Support Services
Department Description:
Detailed Description:
Tech Support Analyst, Customer Support Services
Posting # 1370
University Description:
The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity's urgent challenges.
Detailed Description:
Serves as primary contact for faculty and staff ITS Help Desk customers; Ensures customer satisfaction by delivering 1st and 2nd level technical support; Responds to phone calls, email, web, and walk-up requests in a proficient, creative, and rapid manner to ensure customer productivity; Works towards resolution of calls on first contact; Assists in coordination of day-to-day service delivery by logging requests, problems, and resolutions in problem management system; Resolves or escalates all calls to appropriate ITS staff; keeps customers actively informed of escalation; Maintains ownership of all issues until appropriate resolution is reached and communicated to the customer; Acquires and maintains current knowledge of relevant product and service offerings as well as support policies, in order to provide accurate solutions to customers; Assists ITS Help Desk student staff with technical questions and support calls; Actively contributes solutions to knowledgebase Management system; Identifies opportunities to improve customer satisfaction; Contributes to the team environment by working collaboratively and assisting other staff members. Works under general supervision from the ITS Help Desk Manager and Lead Technology Support Analyst; works independently for problem resolution.
Duties & Responsibilities
Problem Analysis and Resolution
Documentation
Communication
Training
Teamwork
Job Requirements:
Minimum Qualifications
Preferred Qualifications
Performance Expectations:
Knowledge, Skills and Abilities
Special Conditions of Employment: Vacation opportunities may be limited August through September and during semester finals.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Posting Salary: Commensurate with experience; Excellent Benefits.
The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a 12% retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits
Special Application Instructions:
Resume Required, Cover Letter Preferred
Visit https://jobs.sandiego.edu/en-us/job/493760/tech-support-analyst-customer-support-services to complete our online application and, for full consideration, please upload a resume to your application profile for the hiring managers' review. You are also strongly recommended to upload a cover letter to your application profile for the hiring managers' review. If you have any questions or difficulties please contact the Employment Services Team at 619-260-6806, or email us at jobs@sandiego.edu
Additional Details:
Hours: 40 hours per week; Monday - Friday (8:00 am - 5:00 pm)
Closing date: August 8, 2019
Note:
External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.
The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.
The University of San Diego is a smoking and tobacco-free campus. For more information, visit http://www.sandiego.edu/smokefree.
Job Requirements:
Posting Salary:
Special Application Instructions
Additional Details:
To apply, visit https://jobs.sandiego.edu/en-us/job/493760/tech-support-analyst-customer-support-services
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