Job Details: IST Service Desk Analyst
| Job Title: | IST Service Desk Analyst |
| Job ID: | 9028 |
| Company: | University of California, Berkeley |
| Position Type: | Permanent |
| Pay Rate: | $40,764 - $76,200 |
| Date Posted: | Sep-18-08 |
Information Services & Technology (IST) supports both the University of California, Berkeley academic and administrative communities through systems and data management. IST is the core information services group on campus and supports a number of key infrastructure, application, and data elements on campus.
IST seeks to hire a Service Desk Analyst within the Client Services-Service Desk unit. The Service Desk acts as a communications hub between IST service providers, customers and partners; ensuring ownership of, and responsiveness to, customer issues and requests; and notifying those who rely upon IST of service interruptions or service quality problems.
Analyst hours are primarily 8:00 AM -- 5:00 PM, Monday through Friday, but occasional evening and weekend shifts may be necessary. The Service Desk group is physically located on the perimeter of the UC Berkeley campus, near downtown Berkeley.
Responsibilities:
Act as an initial point of contact for IST and provide Level-1 customer support, with duties including:
* Receive and document voice and email requests for support assistance.
* Perform high level categorization and diagnosis where possible.
* Assign support requests to Level-2 support teams.
* Monitor, track and escalate requests across the departments based on
urgency, to ensure ultimate ownership within IST and to drive resolution
of requests.
* Post outage information to a communications web page.
Act as a technical and procedural resource to address more complex problems such as:
* Troubleshoot moderate to complex email and calendaring issues.
* Troubleshoot system problems; and provide solutions using standardized
scripts and instructions.
* Provide after hours escalation of significant system problems.
* Investigate and coordinate communication for scheduled and
unscheduled service outages.
Requirements & Qualifications:
Required Qualifications:
* Experience with some combination of: Mailman, Oracle Calendar, multiple email clients, email and calendaring PDA configuration and synchronization.
* Experience with firewall, VPN and similar network security applications.
* Understanding of network topologies, “such as,” or “including” TCP/IP
* Ability to work independently and in a team environment.
* Excellent customer service skills are mandatory.
* The ability to present technical concepts to non-technical users.
* Follow established processes and procedures for managing calls and support requests.
* Willingness to help others and share knowledge as well as serve as a resource for process redesign or development.
* Strong written and oral communication skills.
* Service Desk experience required
Desired Qualifications:
* Experience with Remedy or other ticketing system is highly desirable.
* Basic UNIX knowledge is highly desirable.
* Experience with Tivoli backup services is a plus.
* CalNet Deputy experience is desirable.
This position has been designated as sensitive and may require a Criminal Background Check. We reserve the right to make employment contingent upon successful completion of a Criminal Background Check.
| Location: [rss] | US-CA-Berkeley |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Employment Services |
| Contact Phone: | (510) 642-4621 |
| Contact Email: | http://jobs.berkeley.edu |
| URL: | http://www.berkeley.edu |
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Contact Comments:
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| The University of California, Berkeley is an equal opportunity employer. For more information please visit http://jobs.berkeley.edu and reference job #9028. | |
Principals only. Recruiters, please do not contact this job poster.
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