Service Desk Analyst-2

About the Opportunity

Job Summary

As part of the Customer Experience team, the Service Desk Analyst will provide primarily on-site support, training, and technology consultation to faculty, staff students and partners relating to effective use of technologies at Northeastern. Support will include computer, audiovisual, mobility, telephony, network connectivity, and various software applications. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. Follows known processes and best practices, identifies and actively works towards improvements. Routinely utilizes and contributes to the knowledge- base and actively promotes utilization to both internal and external customers. Assists in troubleshooting Tier I , Tier II and some Tier III level issues and notification of enterprise problems. Ensures appropriate and accurate escalation of incidents that require resolution by other ITS groups beyond the Service Desk.

Provides reports and statistical analysis upon request. Partners with other ITS groups and acts as a subject matter expert for the Service Desk. Participates in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and colleges. Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers and delivering an amazing experience.

To ensure that essential services are provided to the university community, the employee may be required to work outside their regular working hours and on some university holidays.

Multiple shifts available, including weekends.

Minimum Qualifications

A Bachelor’s degree is preferred, but not required. The ideal candidate will have a minimum of 2-4 years applicable experience.

Extensive experience supporting connectivity, mobile devices personal computers, Macintosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. Experience in AV media and telephony a plus.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required.

Key Responsibilities & Accountabilities

Customer Support (90%)

Provides faculty, staff, and students with 1st, 2nd and some 3rd tier technology and telecommunications support, which includes troubleshooting operating systems, applications, and network issues, cable issues, answering questions regarding application use, and the installation of software. Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues. Update knowledge base to reflect changes. Ability to determine when escalation to 3rd tier support and or vendors is required.

Potential to provide on-site warranty evaluation and repairs on university owned equipment.

Training and Documentation (10%)

Document all issues addressed and follow all appropriate procedures established by ITS Customer Services to provide ongoing feedback on all issues.

Obtain training to keep current with new technologies which include PC, Mac, Audio Visual, and telephony equipment.

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see .