Note: The job is a remote job and is open to candidates in USA. UCSF Health provides IT support to clinical, research, academic, and administrative users across its healthcare and university environments. The IT Service Desk Analyst provides complex desktop and application support, resolves or escalates incidents, maintains knowledge base content, and mentors junior staff while delivering a high level of customer service.
Responsibilities
- Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently. Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service. Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness. Accurately record/report support issues and solutions per encounter via work tickets in Service Now. Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory. Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience. Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
- Major Incident tracking and customer notifications
- Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I. Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle. May include Deskside/Field work at specific locations
- Act as a peer mentor to junior level staff
- Own and maintain knowledge base articles
- Other special projects as assigned
Skills
- This position requires flexibility to orient and work at all UCSF Medical Center locations
- 3+ years of experience in IT support
- Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
- Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
- Broad knowledge of enterprise systems and how they related to one another
- Demonstrates problem-solving skills
- Excellent communication skills in both verbal and written
- Bachelors degree or equivalent trainingin a related area
- Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
- Experience working in an academic health care, healthcare, or university environment
- Experience working in a Service Desk, Help Desk, or Call Center environment
- Microsoft Support
- Apple Support
- ITIL Foundations
- HDI Support Center Agent
Benefits
- Fully Off-Site
- Work in a remote capacity to resolve reported issues quickly and efficiently.
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