Central Piedmont Community College

Compensation

Full Description

General Function The Service Desk Analyst is a member of the IT Call Center of the ITS Business Operations team within the Information Technology Services unit and reports directly to the Service Desk Manager. As the first point of contact for IT support, this role will assist users by resolving basic incidents, processing service requests, and ensuring a high level of customer satisfaction. Following ITIL 4 best practices for Service Desk and Service Request Management, IT issues will be diagnosed, complex cases escalated, and contributions made to knowledge management and service improvements. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding IT support. It will contribute to and support a safe and inclusive collaborative work environment focused on delivering outstanding customer service and excellent quality results. Duties and Responsibilities • Respond to basic IT service requests and incidents via phone, chat, email, or ticketing systems. • Use ITIL 4 best practices to classify, prioritize, troubleshoot, and escalate user-reported issues. • Follow standardized troubleshooting procedures to resolve hardware, software, network, and application issues. • Provide guidance on IT self-service tools and knowledge base resources to empower users. • Document all interactions, resolutions, and escalations in the IT Service Management (ITSM) system. • Ensure service requests are fulfilled within the agreed SLAs, escalating delays as needed. • Guide users on how to submit and track requests through the Service Catalog and Self-Service Portal. • Identify recurring issues and report trends to IT Call Center Manager and Problem Manager. • Escalate complex technical issues to appropriate ITS teams when necessary. • Follow established procedures for reporting major incidents and outages. • Contribute to the IT knowledge base by documenting solutions to common issues. • Participate in training sessions and workshops to stay up to date on IT services, policies, and tools. • Recommend process improvements to enhance IT support efficiency. • Other duties as assigned. Minimum Requirements and Preferred Qualifications Minimum Requirements: • 2 years of relevant work experience in a technology-related field or enrolled in a Technology-based education program. • ITIL v4 Foundation certification will be required within 9 months of hiring. Preferred Requirements: • 1-3 years of experience in IT support, help desk, or call center environment. • Experience using ITSM ticketing systems. • Familiarity with AI-driven chatbots and self-service IT automation tools. • Experience supporting remote work technologies (VDI, VPN, Multi-Factor Authentication, etc.). • Previous experience working in an enterprise IT environment. Additional Information Knowledge, Skills, Abilities, and Worker Characteristics: • Strong problem-solving skills with the ability to work under pressure in a fast-paced environment. • Ability to multi-task, prioritize tickets, and manage time effectively. • Asset Tracking. • Windows Workstations. • Hardware and software support. • Familiarity with Windows, macOS, Office 365, VPN, Active Directory, and basic networking concepts. • Third-party systems accessed via a desktop client or web-based interface. • Internet technologies. • Excellent verbal and written communication skills, with the ability to explain IT concepts clearly. • Strong team and customer focus in providing technology services.