What are the responsibilities and job description for the SERVICE DESK SPECIALIST I, IS&T IT Help Center position at Boston University?
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 service, platform 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 incidents and appropriately invoking the Major Incident response teams for life-safety, business transaction-critical, and teaching-related services. Provide an interface to other IT Service Management activities, IT Partners, and escalation groups. Operate, maintain, troubleshoot and provide intermediate level support for a wide variety of areas including: client/desktop systems, mobile devices, calendaring/mail servers and web-based solutions. Focus is on consistently providing best in class support through collaboration with our faculty, staff, researchers, and students to update and improve business processes using IT solutions. Perform additional duties as required. May entail being on call.
