Information Technology Professional

Job no: 511143
Position type: Support Staff
Location: East Lansing
Division/Equivalent: Information Technology Services
School/Unit: It Services Client Services 40000843
Categories: Full Time (90-100%), Administrative Professionals- AP, Information Technology, Union

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Working/Functional Title

Service Desk Analyst

Position Summary

The primary role of a Service Desk Analyst is to respond to customer contacts and resolve or escalate their needs utilizing the resources of the MSU IT Service Desk. Service Desk Analysts will utilize multiple channels of communication (including phone, email, webchat, and text) to generate a high level of customer satisfaction and achieve resolution of customer concerns.

Unit Specific Education/Experience/Skills

Knowledge normally acquired in the first two or three years of college, technical, vocational or business school such as an Associates Degree in computer technology or information systems, with coursework in an information technology specialization related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed OR a Bachelors Degree in computer technology or information systems, with coursework in an information technology specialization related to the area of employment; up to six months of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; or an equivalent combination of education and experience.

 

Desired Qualifications

Provide first level support through handling contacts (including phone, email, webchat, and text) and handling the resulting incidents and service requests. Following the incident management and request management processes, in line with Service Desk objectives. Escalate incidents and issues as needed to Senior Service Desk Analysts, the Service Desk Manager, or other teams as directed. Ability to work the following hours: During the training period for six weeks, the hours for training will be 8:00 am to 5:00 pm, Monday through Friday. Thereafter, the normal work hours will be Saturday, Sunday, Monday, and Tuesday from 1pm to Midnight.

Required Application Materials

Resume and Cover Letter

Work Hours

There will be a training period for six weeks where the hours for training will be 8:00 am to 5:00 pm, Monday through Friday. Thereafter, the normal work hours will be Saturday, Sunday, Monday, and Tuesday from 1pm to Midnight.

 

Bidding eligibility ends on 6/19/18 at 11:55 PM.

Advertised: Eastern Daylight Time
Application close: Eastern Daylight Time

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