Service Desk Analyst - University of Colorado
Denver, CO
About the Job
Service Desk Analyst
Description
Who We Are:
Position Summary:
Where You Will Work:
Diversity and Equity:
Duties & Responsibilities:
+ Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
+ Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, video call, and phone), ensuring accurate documentation of all relevant information.
+ Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
+ Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
+ Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
+ Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements
+ Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
+ Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
+ Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.
What We Offer:
Salary: $54,500 - $56,500
Benefits:
+ No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
+ Disability, Life, Vision Insurance options.
+ Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
+ Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
+ Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
+ 6 weeks of parental leave to adjust to the joys of parenthood.
+ A tuition benefit program for you and/or your dependents.
+ Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
+ Many additional perks & programs with the CU Advantage (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://advantage.cu.edu/) .
Qualifications:
Minimum Qualifications:
Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications. You must meet all minimum requirements listed at the time of application to be considered for this role.
+ Bachelor's Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis).
+ One (1) year of experience in a customer service or help desk role, preferably IT-related.
+ Experience working with ticketing systems and knowledge base tools.
Preferred Qualifications:
+ Two (2) years' experience as listed above
+ One (1) year of experience working in Salesforce
Knowledge, Skills, and Abilities:
+ Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
+ Strong technical capability and familiarity with common software applications and tools.
+ Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
+ Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
+ Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
+ Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
+ Customer service mentality and a commitment to delivering high-quality support.
How to Apply:
1. A cover letter identifying the job specific minimum qualifications you possess
2. A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.
When to Apply:
October 13, 2024
Sponsorship Statement:
Background Check Statement:
ADA Statement:
Job Category
Primary Location
Schedule
Posting Date
Unposting Date
To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=35081&lang=en (https://apptrkr.com/5706423)
Copyright 2024 Jobelephant.com Inc. All rights reserved.
Posted by the FREE value-added recruitment advertising agency (https://www.jobelephant.com/)
Service Desk Analyst - 35081 University Staff
System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses. Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty. Learn more about CU System Administration (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/cu-careers/cu-system) . The CU System Office of Advancement provides excellent customer service, strategy, expertise, and efficiency to our partners on CU's campuses and at the University of Colorado Foundation. We support CU's fundraising and engagement goals through advancement operations that include constituent research and development, data management, business intelligence, technical architecture, annual giving, planned giving, gift administration, marketing and communications, IT, budget and finance, and more. We believe that a healthy office culture is foundational to our success. We create this by bringing together a diverse team of colleagues and infusing our core values-Work Together, Think Big, Be Good and Have Fun-into our work every day.
The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with COE teams, internal and external users and teams contribute to process improvement and knowledge base enrichment. This position reports to the Program Director of Advancement IT and is exempt from the State of Colorado Classified Staff System.
Hybrid - this role is eligible for a hybrid schedule, working some days from home and some days in office.
The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.
Duties and responsibilities of the position include, but are not limited to:
The anticipated hiring range has been established at . CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees. With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness. Additional taxable fringe benefits may be available. For more information on benefits programs, please review our Comprehensive Benefits Guide (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/node/183087) . Access our Total Compensation Calculator (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/node/153125) to see what your total rewards could be at CU. (This position is a University Staff position)
To be successful in this position, employees will need to know the following:
For full consideration, please attach the following as separate documents to your application: Please ensure you check the "Job Specific Attachments" box next to each document on the "Required Documents" page of the application for the appropriate documents to be attached. Per the Colorado Job Application Fairness Act, you are not required to provide your date of birth, dates of school attendance, or dates of graduation on your resume or cover letter. If an application requires additional materials, such as a transcript or certification, you may redact identifying information relating to your date or birth, dates of school attendance, or dates of graduation.
For full consideration completed applications must be submitted by . Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*
We are unable to sponsor applicants for work visas for this position.
The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial history, motor vehicle history and/or fingerprinting background check. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.
We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=systemhr@cu.edu) .
Application Materials Required: Cover Letter, Resume/CV : Information Technology : Denver Department: S0001 -- System Administration - 50206 - Advancement Operations : Full-time : Oct 7, 2024 : Ongoing Posting Contact Name: System HR Recruiting Posting Contact Email: systemhr.recruiting@cu.edu (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=systemhr.recruiting@cu.edu) Position Number: 00802123jeid-60d6b10fc0adbe409afa8f24765838e1
The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.
Description
Who We Are:
Position Summary:
Where You Will Work:
Diversity and Equity:
Duties & Responsibilities:
+ Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
+ Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, video call, and phone), ensuring accurate documentation of all relevant information.
+ Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
+ Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
+ Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
+ Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements
+ Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
+ Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
+ Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.
What We Offer:
Salary: $54,500 - $56,500
Benefits:
+ No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
+ Disability, Life, Vision Insurance options.
+ Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
+ Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
+ Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
+ 6 weeks of parental leave to adjust to the joys of parenthood.
+ A tuition benefit program for you and/or your dependents.
+ Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
+ Many additional perks & programs with the CU Advantage (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://advantage.cu.edu/) .
Qualifications:
Minimum Qualifications:
Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications. You must meet all minimum requirements listed at the time of application to be considered for this role.
+ Bachelor's Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis).
+ One (1) year of experience in a customer service or help desk role, preferably IT-related.
+ Experience working with ticketing systems and knowledge base tools.
Preferred Qualifications:
+ Two (2) years' experience as listed above
+ One (1) year of experience working in Salesforce
Knowledge, Skills, and Abilities:
+ Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
+ Strong technical capability and familiarity with common software applications and tools.
+ Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
+ Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
+ Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
+ Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
+ Customer service mentality and a commitment to delivering high-quality support.
How to Apply:
1. A cover letter identifying the job specific minimum qualifications you possess
2. A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.
When to Apply:
October 13, 2024
Sponsorship Statement:
Background Check Statement:
ADA Statement:
Job Category
Primary Location
Schedule
Posting Date
Unposting Date
To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=35081&lang=en (https://apptrkr.com/5706423)
Copyright 2024 Jobelephant.com Inc. All rights reserved.
Posted by the FREE value-added recruitment advertising agency (https://www.jobelephant.com/)
Service Desk Analyst - 35081 University Staff
System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses. Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty. Learn more about CU System Administration (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/cu-careers/cu-system) . The CU System Office of Advancement provides excellent customer service, strategy, expertise, and efficiency to our partners on CU's campuses and at the University of Colorado Foundation. We support CU's fundraising and engagement goals through advancement operations that include constituent research and development, data management, business intelligence, technical architecture, annual giving, planned giving, gift administration, marketing and communications, IT, budget and finance, and more. We believe that a healthy office culture is foundational to our success. We create this by bringing together a diverse team of colleagues and infusing our core values-Work Together, Think Big, Be Good and Have Fun-into our work every day.
The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with COE teams, internal and external users and teams contribute to process improvement and knowledge base enrichment. This position reports to the Program Director of Advancement IT and is exempt from the State of Colorado Classified Staff System.
Hybrid - this role is eligible for a hybrid schedule, working some days from home and some days in office.
The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.
Duties and responsibilities of the position include, but are not limited to:
The anticipated hiring range has been established at . CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees. With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness. Additional taxable fringe benefits may be available. For more information on benefits programs, please review our Comprehensive Benefits Guide (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/node/183087) . Access our Total Compensation Calculator (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=https://www.cu.edu/node/153125) to see what your total rewards could be at CU. (This position is a University Staff position)
To be successful in this position, employees will need to know the following:
For full consideration, please attach the following as separate documents to your application: Please ensure you check the "Job Specific Attachments" box next to each document on the "Required Documents" page of the application for the appropriate documents to be attached. Per the Colorado Job Application Fairness Act, you are not required to provide your date of birth, dates of school attendance, or dates of graduation on your resume or cover letter. If an application requires additional materials, such as a transcript or certification, you may redact identifying information relating to your date or birth, dates of school attendance, or dates of graduation.
For full consideration completed applications must be submitted by . Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*
We are unable to sponsor applicants for work visas for this position.
The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial history, motor vehicle history and/or fingerprinting background check. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.
We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=systemhr@cu.edu) .
Application Materials Required: Cover Letter, Resume/CV : Information Technology : Denver Department: S0001 -- System Administration - 50206 - Advancement Operations : Full-time : Oct 7, 2024 : Ongoing Posting Contact Name: System HR Recruiting Posting Contact Email: systemhr.recruiting@cu.edu (https://apptrkr.com/get_redirect.php?id=5706423&targetURL=systemhr.recruiting@cu.edu) Position Number: 00802123jeid-60d6b10fc0adbe409afa8f24765838e1
The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.
Source : University of Colorado