The effects of the COVID-19 pandemic have impacted UC San Diego Campus hiring. UCSD Campus will continue to recruit for essential positions and we ask for your understanding and patience with our application process during this unprecedented time. For more information regarding steps we are taking to keep applicants and staff safe during this time, please click here.
UCSD Layoff from Career Appointment: Apply by 10/22/20 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 10/22/20. Eligible Special Selection clients should contact their Disability Counselor for assistance.
UC San Diego Policy will not allow this position to receive work visa sponsorship.
UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what's right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego's Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.
Workplace Technology Services (WTS) is responsible for adopting, deploying, and maintaining campus-wide workplace services for faculty, staff, and students. This includes email, calendaring, web content management, Case Management, eSignature, mobile technologies, collaboration services, and business intelligence and analytics, endpoint management, field support, and service desk.
As part of WTS, the Service Desk team provides world-class service and support for our UC San Diego faculty, staff, students, and affiliates. In addition to being Tier 1 support for all major client facing services to the campus, The Service Desk is responsible for providing Tier 1 and Tier 2 support for residential network (wired/wireless), network security and authentication, voice, central email, business/academic applications, instructional classrooms/labs, and classroom technology support. The Service Desk primarily interfaces with customers via a Call Center in addition to walk up support, online chat support and virtual agent technologies.
The person in this position will be the primary business analyst for the Service Desk. They will review and analyze processes, procedures and training and help us identify continual service improvement opportunities. They will develop partnerships with service owners and process owners, as well as working closely with the managers for Change, ITSM and Web Content to improve service operations and the customer experience. This position will help us mature our use of knowledge base articles, virtual agent, predictive intelligence and other Zero Tier initiatives to allow customers to quickly access solutions to issues. They will also work with the rest of the Service Desk leadership team to review and improve agent training and knowledge retention, career and student staff development, and partnerships with distributed IT.
Responsibilities: Act as the primary business analyst for the ITS Service Desk, making sure that the Service Desk is strategically positioned to provide world class customer support for the the very broad, diverse and regularly increasing set of ITS services and systems. Working directly with Service and Process Owners, act as a key liaison between the Service Desk and the rest of ITS, as well as other campus
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.