Onsite IT Service Desk Analyst — Customer-Focused Tech Support

University of Kansas Medical Center; Kansas City, Northern (KS, KY); Híbrido; USD 83 758 000 - 125 637 000; Tempo integral

Resumo da oferta

University of Kansas Medical Center is seeking an IT Service Desk Analyst to serve as the primary contact for technical support in a 100% on-site environment. You will handle inquiries via phone, email, chat, and in-person, document issues, and route them for timely resolution.

The role requires strong communication, problem solving, and customer service skills, with experience in IT support and familiarity with BYOD and device lifecycle management. Walk-in desk shifts are part of the schedule.

Qualificações

• Six months of customer service experience, preferably in a call center.
• Post-secondary education in computer science, information systems, or related field.
• Experience in IT service desk or technical support center.

Responsabilidades

• Triage and resolve technical issues via phone, email, chat, and in-person.
• Document incidents in ITSM software and monitor progress to resolution.
• Assist with BYOD and/or managed computers, apps, and IT infrastructure.
• Escalate issues to appropriate teams and communicate updates to customers.
• Provide on-site and remote support during scheduled rotations and walk-in desk coverage.
• Coordinate hardware deployment, imaging, refurbishment, and lifecycle tasks.
• Identify improvements to service desk processes and user experience.

Conhecimentos

Communication

Interpersonal skills

Problem solving

Technical aptitude

Customer service

Time management

Multitasking

Formação académica

High School diploma or equivalent

Post-secondary education in computer science or information systems

Ferramentas

Unified endpoint management tools

IT service management / incident tracking systems

Descrição da oferta de emprego

University of Kansas Medical Center is seeking an IT Service Desk Analyst to serve as the primary contact for technical support in a 100% on-site environment. You will handle inquiries via phone, email, chat, and in-person, document issues, and route them for timely resolution.

The role requires strong communication, problem solving, and customer service skills, with experience in IT support and familiarity with BYOD and device lifecycle management. Walk-in desk shifts are part of the schedule.