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SERVICE DESK SPECIALIST I, IS&T IT Help Center
Serve as the BU community's primary point of contact for all 200+ IS&T-provided IT services, leveraging enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Requires working evenings, weekends, and/or holiday hours. Evening and weekend coverage may be part of a semester-based rotation or a permanently scheduled assignment. Participate in multiple services, platforms, or project teams as a subject matter expert. Provide incident control and response, and ensure resolution. Provide life cycle management for service requests, and ensure clear and concise client communication. Minimize the business impact of service failures by efficiently identifying the impact, urgency, scope, and severity of
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