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Service Desk Analyst

4 months ago

Chicago, Illinois, United States University of Illinois Chicago Full time


Service Desk Analyst - Technology Solutions

Service Desk Analyst - Technology Solutions

Hiring Department
: Technology Solutions

Location
: Chicago, IL USA

Requisition ID
:

Posting Close Date
: 6/18/2024

About the University of Illinois Chicago

UIC is among the nation's preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent "Best Colleges" rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has over 300,000 alumni, and is one of the largest employers in the city of Chicago.

This is a full-time and benefits eligible position. Hybrid and flexible work schedules are available. UIC offers competitive salaries commensurate with experience. In addition all full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick. In addition we offer tuition waivers for employees and dependents. Click for a complete list of Employee Benefits

UI Health is seeking a Service Desk Analyst to join our Technology Solutions team. This role will work under the supervision of the Service Desk Manager, this position is responsible for supervising student employees in the provision of service desk functions, serving as an escalation point for these staff and providing direct client support as needed. Additionally, this role works in partnership with Technology Solutions subject matter experts to create/improve support documentation and follows support/operational policy as related to the maintenance of a consistent, high-quality customer service experience.

Duties & Responsibilities:
  • Supervise and assist student employees in provision of quality support to clients. Provide direct client support and escalate support requests as needed.
  • Assist in monitoring support interactions to identify patterns that may indicate a recurring problem that needs investigation or a need for additional/improved knowledge documentation, to ensure a high level of resolution within defined service targets.
  • Work in partnership with other Service Desk staff and Technology Solutions subject matter experts to operationalize improved processes and generate/update knowledge articles as appropriate.
  • Perform other related duties and participate in special projects as assigned.
Minimum Qualifications Required:

  1. High School Diploma or GED equivalent
  2. Minimum 1 years of professional IT experience within IT Support Services which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.
Preferred Qualifications:
  • Bachelors Degree
  • ITIL v3 or v4 Foundation certification
  • HDI Support Center Analyst (HDISCA) certification
  • Demonstrated knowledge supervising student employees in helpdesk functions
  • Knowledge of providing support for IT services in a large organization
  • Excellent communication and customer service skills
  • Self-starter, motivated, willing to learn and expand knowledge
  • Ability to communicate professionally via multiple mediums (written and oral)
  • Ability to perform service desk related activities - understanding concepts of prioritization, workflows, use of documented knowledge and incident and request management.
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To Apply:
For fullest consideration click on the
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, please fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections. You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the application.

Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date. Illinois Residency is required within 180 days of employment

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation

Looking for more University of Illinois positions?

We invite you to search for positions at each of the University of Illinois locations, the University of Illinois System Office and the University of Illinois Foundation. The University of Illinois System Office supports the primary missions of teaching, research, public service, and economic development for all of the Universities and offers positions in all locations. The University of Illinois Foundation is the official fundraising and private gift-receiving agency for the University of Illinois and also offers position in all locations. Click the links below to search for other University of Illinois positions.

University of Illinois Urbana-Champaign

University of Illinois Springfield

University of Illinois System Office

University of Illinois Foundation

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

To apply, visit

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The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer. Background checks will be performed in compliance with the Fair Credit Reporting Act.

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institution/employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, sexual orientation, gender identity, veteran or disability status, height, weight, or marital status in employment or the provision of services.