Service Desk Analyst

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Position Details

Information Technology and Security at The University of Tampa has an opening for a Service Desk Analyst. This position will provide user support and customer service on company-supported computer applications and platforms, troubleshoot problems and advise on the appropriate action. The Analyst will also handle calls, walk-ins, and tickets that can be handled in the office area.

Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically

• Diagnose and resolve technical hardware and software issues

• Research questions using available information resources

• Advise user on appropriate action

• Follow standard service desk procedures

• Log all service desk interactions in ticketing system

• Manage tickets through the provided Service Desk software

• Redirect problems to correct resource

• Identify and escalate situations requiring urgent attention

• Track and route problems and requests and document resolutions

• Inform management of recurring problems

• Assist with training of student Service Desk employees

• Stay current with system information, changes and updates

• Other duties as assigned

• Contribute to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures and backgrounds

Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• knowledge and experience of customer service practices

• Related experience and training in troubleshooting and providing service desk support

• Some training experience preferred

• Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office

• Willingness to embrace new technologies and innovative organization practices

Competencies

• Excellent oral and written communication skills

• Proven customer service focus

• Able to explain technical concepts to non-technical users

• Serve as a leader to student workers

• Problem analysis

• Problem-solving

• Adaptability

• Team interaction

• Planning and organizing

• Attention to detail

• Stress tolerance

Required Attachments

Please be sure to attach all required documents listed below in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application.

1. Cover letter

2. Resume

Work Schedule

Regular work schedule: Monday-Friday; 7:30am-4:30pm

Summer schedule: Monday-Thursday; 8:00am-5:30 pm

Work schedule may rotate to cover Service Desk hours of operation and may include evenings, weekends and Fridays during the summer.

The University of Tampa offers great benefits to include:

• FREE Tuition

• Generous paid leave

• Wellness initiatives

• 100% Employer-Funded Health Reimbursement Account

• 100% Employer-Paid Short & Long Term Disability Insurance

• 100% Employer-Funded Employee Assistance Program

• Discounted On-Campus Dining Meal Plans

• FREE On-Campus Parking

• FREE Access to Campus Amenities (pool, library, campus events and more)

• Fitness Center

• Pet Insurance

• Flexible Spending Accounts

• And more!

The University of Tampa is an Affirmative Action/Equal Opportunity Employer. The University seeks candidates with diverse backgrounds to facilitate intercultural awareness and understanding.

Submission Guidelines

To receive full consideration for employment with The University of Tampa, please be sure to submit/upload required documents for this position at time of application submission. Required documents should be submitted in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application.

Background Check Requirements

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.

Additional Information

This description is intended to be generic in nature. It is not to determine specific duties and responsibilities for any particular position. Essential functions and overtime eligibility may vary based on the specific task assigned to the position.

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