This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral.

Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior-level staff and is called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbents must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

• Ability to perform analysis on Service Desk issues and failure to meet SLAs or customer satisfaction and conceptually understand reasons behind team failures/successes to contribute to a plan to increase efficiencies.
• Assist in listening to customer concerns and working proactively with management, other team members, and IT departmental groups to devise solutions
• Gather technical application information and prepare IT email communications; ability to translate application and technical jargon into customer-friendly communications.
• Manage customer relations in performing each event or problem tracking - serve as a possible internal escalation point for junior level staff with customer dissatisfaction issues.
• Take an ownership approach to ensuring Service Desk goals are reached.
• Be engaged and contribute to process improvements, increased efficiencies, and to overall Service Desk success.
• Act in a mentorship role with more junior staff, including acting in various Level II functions, assist with training, providing peer mentorship, and other leadership roles within the Service Desk.
• Demonstrates solid subject matter expertise.
• Perform other duties as assigned.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $34.02 - $58.27 (Hourly Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html