Associate Analyst (Help Desk)

DePaul University – Chicago, IL
Apply on Partner Site Posted 30+ days ago

Job Description

General Summary

Associate Analyst (Help Desk) will provide first point of contact for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Will act as a resource for university directory information. Perform responsibilities in a highly professional and courteous manner.


Responsibilities & Duties

Associate Analyst (Help Desk) will provide first point of contact for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Will act as a resource for university directory information. Perform responsibilities in a highly professional and courteous manner.


Education & Experience
  • Under general supervision, act as single point of contact for customer requests for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Diagnose customer issues with the help of the other TCC staff to determine appropriate solution or escalation path. Resolve the majority of all issues on first contact using the knowledge base or assistance of other TCC staff when needed. Provide over-the-phone training for customers needing basic assistance on DePaul applications and functionality. Recommend system or application modifications to reduce customer problems or improve performance.

  • Interact with all other Information Services Crafts to identify and resolve issues when escalation is needed and assigns an appropriate Service Level Agreement (SLA). Communicate technical issues in a language understood by the customer to ensure accurate and timely resolution. Act as a resource for faculty, staff, students and the general public with university directory information and process requests with speed and accuracy.

  • Document customer issues in the ticketing system in a clear and detailed manner following established standards. Assist with the maintenance of documentation on the operation of DePaul applications, operating systems, hardware and voice/data network services.

  • Support assigned projects to improve department operations.

  • Perform other duties as assigned.


Preferred Requirements
  • Under general supervision, act as single point of contact for customer requests for assistance with all DePaul supported applications, operating systems, hardware and voice/data network services. Diagnose customer issues with the help of the other TCC staff to determine appropriate solution or escalation path. Resolve the majority of all issues on first contact using the knowledge base or assistance of other TCC staff when needed. Provide over-the-phone training for customers needing basic assistance on DePaul applications and functionality. Recommend system or application modifications to reduce customer problems or improve performance.

  • Interact with all other Information Services Crafts to identify and resolve issues when escalation is needed and assigns an appropriate Service Level Agreement (SLA). Communicate technical issues in a language understood by the customer to ensure accurate and timely resolution. Act as a resource for faculty, staff, students and the general public with university directory information and process requests with speed and accuracy.

  • Document customer issues in the ticketing system in a clear and detailed manner following established standards. Assist with the maintenance of documentation on the operation of DePaul applications, operating systems, hardware and voice/data network services.

  • Support assigned projects to improve department operations.

  • Perform other duties as assigned.


Other Skills & Abilities Reqd
  • High school diploma is required.

  • Basic knowledge of PC hardware and software.

  • Excellent analytical and problem solving skills required. Ability to troubleshoot effectively is required, including non-standard applications that may be in use.


Cover Letter & Attachments
  • High school diploma is required.

  • Basic knowledge of PC hardware and software.

  • Excellent analytical and problem solving skills required. Ability to troubleshoot effectively is required, including non-standard applications that may be in use.


Additional Information
  • 1 or more years of experience with end-user support.

  • Excellent written and verbal communication skills. Ability to mutually listen to end user is essential. Ability to ask probing questions of the user to diagnose the problem correctly is necessary. Able to speak in a calm, unemotional, clear manner and articulate clear instructions to the end-user is required.

  • Maintains a high level of technical and customer service skills.

  • Working knowledge of the university's structure and departments is necessary within 6 months of employment.


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