Service Desk Analyst

About the Department

The Service Desk Technical Analyst provides technical support to students, parents, employees, and alumni of Samford University.

The primary responsibility is to provide technology support to the Samford community by assisting members of the community with problem resolution from the point of initial contact through to a solution.

will be to: Provide telephone-based support to help customers Provide assistance in person to walk-in customers Provide assistance in the field (i.e. at the customer workstation) as may be required.

When a problem is beyond the expertise of the Service Desk Technical Analyst, escalate the call via the ticketing system and ensure that a resolution was reached.

Record and track support activities in the ticketing system.

Assist in research and project development as assigned.

Stay informed of current trends in university technology environments.

Continually enhance own professional skills.

Perform additional duties as required.

• The primary responsibility is to provide technology support to the Samford community by assisting members of the community with problem resolution from the point of initial contact through to a solution.

will be to: Provide telephone-based support to help customers Provide assistance in person to walk-in customers Provide assistance in the field (i.e. at the customer workstation) as may be required.

• Provide telephone-based support to help customers
• Provide assistance in person to walk-in customers
• Provide assistance in the field (i.e. at the customer workstation) as may be required.
• When a problem is beyond the expertise of the Service Desk Technical Analyst, escalate the call via the ticketing system and ensure that a resolution was reached.