The IT Customer Service Analyst provides end-user technical support for university students, faculty, staff, and other affiliated personnel. Must be able to interpret customer reports to understand and resolve the issue, or relay specific and correct data to the appropriate area for resolution. Responds to customer inquiries in a professional manner with an appropriate sense of urgency.
Works as a member of teams providing technical support to triage, resolve, and escalate reported issues and requests
Working from a central or satellite location and often in a call center environment, assists customers with software downloads, email set-up, mobile device configurations, network connectivity and registration, accounts and passwords, and various other IT systems and applications
Builds relationships across the IT organization to better facilitate the understanding, communication, and resolution of service interruptions
Is an advocate for our customers to ensure they receive high-quality and timely support from the entire IT organization
Responds to end-user inquiries regarding the status of tickets, and performs follow-ups
Accurately records and documents all work per local guidelines and ITSM best practices
May directly or indirectly supervise student employees
Contributes to the creation and maintenance of FAQ documents, knowledge articles and user guides
Applicants must be currently authorized to work in the United States on a full-time basis.
All duties and listed above occur in a 24×7 environment, therefore, as part of your professional obligation, working extended hours, holidays, and varied hours may be required.
The University at Buffalo is SUNY’s most comprehensive public research university, and an outstanding place to work. UB amplifies ambition for faculty and staff by offering endless possibilities to achieve more. Here, people from all backgrounds and cultures challenge and inspire each other to discover, learn and succeed. Dedicated staff and engaged faculty collaborate to further knowl¬edge and understanding, and develop tenacious graduates who are valued for their talents and their impact on global society.