It Service Desk Analyst - Technical
Posted on Jan. 2, 2025 by University of California - San Francisco
- Brisbane, United States of America
- $34.0 - $58.0
- Full Time
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.
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
Department Description
As a 24/7 single point of contact for all IT needs, we are here to support UCSF’s mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes.
The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat).
We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work!
The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat).
We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work!
Required Qualifications
- This position requires flexibility to orient and work at all UCSF Medical Center locations.
- 3+ years of experience in IT support
- Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
- Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
- Broad knowledge of enterprise systems and how they related to one another
- Demonstrates problem-solving skills
- Excellent communication skills in both verbal and written
Preferred Qualifications
- Bachelor’s degree or equivalent training in a related area
- Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
- Experience working in an academic health care, healthcare, or university environment
- Experience working in a Service Desk, Help Desk, or Call Center environment
-
Preferred Certifications:
- Microsoft Support
- Apple Support
- ITIL Foundations
- HDI Support Center Agent
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Organization
Campus
Job Code and Payroll Title
007359 BUS TCHL SUPP ANL 2 TX
Job Category
Clinical Systems / IT Professionals
Bargaining Unit
University Professional Technical Employees - Technical Unit (UPTE-TX)
Employee Class
Career
Percentage
100%
Location
Brisbane, CA
Campus
Brisbane
Work Style
Hybrid
Shift
Days
Shift Length
8 Hours
Additional Shift Details
Mon-Fri + On Call as needed
Advertised until:
Feb. 1, 2025
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