Help Desk Analyst

The primary goal is to ensure that OculusIT’s information technology (IT) service delivery adds the maximum value to our client and facilitates the achievement of institutional goals. Reporting to OculusIT’s local CIO (or the alternative assigned), the Senior Helpdesk Analyst is responsible for managing the day-to-day activities associated with providing quality and proactive IT customer service and technical support to students, faculty, and staff, supervising the help desk and desktop support staff while engaging in proactive planning and support to meet the changing needs of client academic and administrative users. The Senior Helpdesk Analyst is expected to accomplish assigned duties and manage all customer service operations and team in an efficient, effective and competent manner and strive for improvement and excellence in all work performed. Additionally, the Senior Helpdesk Analyst must understand the comprehensive role of the University and work harmoniously with students, faculty and staff, as well as the public. Employees will follow all client policies, rules, regulations and guidelines.

Key Responsibilities:

• Manage Help Desk and all customer services for the University and on behalf of the client, including providing oversight of the technology service, ticketing system, managing intake, assignment and escalation of help desk requests; delegating, installation, maintenance, troubleshooting, and repair of computer hardware and software components throughout the University.
• Assist technicians with troubleshooting and diagnosing technical problems, research hardware and software to fit individual user needs, and obtain quotes and make recommendations.
• Train, coach, mentor, and evaluate staff performance making recommendations for personnel actions and professional development.
• Ensure the availability of experienced staff to meet help desk needs.
• Proactively develop, implement, and maintain help desk processes and procedures to meet institutional and end user needs, monitor help desk performance trends and efficiency with a goal of continuous improvement, and establish service level agreements with all users.
• Be knowledgeable of the contract statement of work between Client and OculusIT.
• Work with OculusIT to manage the account against contract budget, as needed.
• Set objectives and strategies for the help desk department in conjunction with client and OculusIT’s combined objectives.
• Work with the expanded OculusIT team to design, implement and customize IT systems and platforms to improve customer experience.
• Help facilitate the implementation of new systems, as applicable and within scope, and provide guidance to client IT staff and departmental users within the institution
• Maintain daily communications with the remote OculusIT team to ensure computer and network infrastructure in the institution operates at optimal performance.
• In collaboration with the OculusIT Service Delivery Management, guide and provide inputs to IT related projects.
• Monitor changes or advancements in technology to discover ways the institution can gain competitive advantage.
• Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels) and adjust resources and processes accordingly.
• Use industry standard measures to report, review, and analyse help desk metrics.

Requirements:

• Proven experience as help desk Resource.
• Excellent knowledge of higher education IT systems, applications and infrastructure.
• Skill in supervisory practices and experience managing teams.
• Solid understanding of data analysis, budgeting and business operations.
• Superior analytical and problem-solving capabilities.
• Ability to multi-task and organize, prioritize projects and tickets.
• Excellent organizational and leadership skills.
• Outstanding written and verbal communication and interpersonal abilities.
• Ability to work under pressure with frequent interruptions.
• BS/BA from an accredited 4-year institution.