IT Support Analyst, Intake

at  UCLA

The IT Support Analyst, Intake will provide front-line technical support to a broad range of IT customers, partners, and key stakeholders throughout campus.
The IT Support Analyst will engage with customers to understand inquiries, issues, and interruptions and facilitate timely and impactful resolutions while delivering customer service excellence. Additionally, this individual will contribute to innovative solutions and customer service excellence that support the operational effectiveness of a best-in-class, leading-edge university. The IT Support Analyst, Intake will positively impact UCLA’s operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution’s academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA’s vision while modeling UCLA’s culture and values.

QUALIFICATIONS

• Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required)
• Foundational experience providing technical customer support in an operational environment (Required)
• Experience with customer issue ticketing systems and/or ServiceNow. (Required)
• Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)
• Ability to assess the criticality of problems and prioritize actions based on importance and urgency. (Required)
• Ability to use IT knowledge and concepts to understand support customer requests and to resolve problems or issues. (Required)
• Strong written and verbal communication skills. Able to communicate and document ideas clearly. (Required)
• Able to develop positive working relationships and a strong rapport with team members and stakeholders. (Required)
• Strong organizational skills and is able to prioritize project needs. (Required)
• Strong demonstrated problem-solving skills. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)
• Able to support an inclusive environment that values equity, diversity, inclusion and belonging. (Required)
• Thinks creatively and is able to work with agility in a fast-paced environment. (Required)

EDUCATION, LICENSES, CERTIFICATIONS & PERSONAL AFFILIATIONS

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• Bachelor’s Degree in one or more of: information technology, computer science, public administration, business administration, communications, or related field, or equivalent combination of experience/training. (Preferred)

• ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification. (Preferred)

COMPLETE POSITION DESCRIPTION

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=TBD_2340
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Please refer the Job description for details