Posting Text
The University of South Dakota is seeking an energetic and motivated Support Services Analyst to join the Information Technology Services team, providing exceptional IT support services to faculty, staff, and students. Candidate will be a member of the Service Desk team and located at the USD Vermillion SD campus. Candidate is responsible for customer support and services via phone, remote, and onsite support. Candidate will report to the Service Desk/Knowledge Manager and collaborate with other ITS personnel to follow best practices and established processes to support service offerings, resolve customer issues, and provide excellent customer service.
Responsibilities
Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students
Follow Knowledge Centered Service (KCS) process for documenting and resolving issues.
Respond to requests according to established service level agreements
Assist in project activities related to new services or service enhancements
Communicate through email, phone and in person with faculty, staff, and students to understand requirements and set expectations
Follow established processes and procedures while responding and resolving customer questions or issues
Follow established processes for creating, updating, and resolving tickets
Prioritize tasks to ensure the highest level of customer satisfaction
Provide Coyote Card Office support for USD faculty, staff, and students
Upload student, faculty, and staff information, take ID pictures and print USD Coyote ID cards
Assist with reservations for activity readers for campus events. Program and troubleshoot event reader issues
Assist with Point-of-Sale Coyote Cash devices for on campus and outside vendors
Required skills
Excellent written and verbal communication skills
Excellent customer service with demonstrated results
Technical background with ability to communicate with a non-technical audience
Technical experience with Windows, Apple and Microsoft applications
Desired skills
Familiarity with IT process management especially Knowledge Based processes
College degree