Responds to and diagnosis problems through discussions with users. Performs analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO services; guiding end users through troubleshooting procedures; processing and escalating service requests; and providing technical assistance in the setup, installation, and configuration of desktop software and hardware.
Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow up to customers as needed. May be asked to maintain knowledge base articles and provide assistance during major incidents. They are also responsible for determining the needs of faculty, staff and students and the proper support of those needs. Take ownership of all interactions, utilize appropriate follow-through, providing timely feedback.
Use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identifies opportunities for improvement.
Additional Information for Applicants::
There are two positions available with this posting.
Bachelor’s degree, or an equivalent combination of education and experience; high motivation, excellent communication skills, and positive attitude toward customer service are a must for this position; knowledge of desktop computer systems and technology; experience with call management/Knowledge management systems; excellent verbal and written communications are a must; prior customer service experience.
Experience with desktop computing operating environments, including installation and customization; possess an ITIL V2 or V3 foundation certificate.
Target Salary: $14.42 - $19.23 Hourly
Job Category: Information Technology (IT)
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.