Under the direction of a Manager, and as a member of the Service Desk Team, the Service Desk Analyst will provide information, instruction, and assistance to SSC (Shared Services Center) customers. Staffs a multi-functional Service Desk, assisting customers with questions. Provide one-on-one customer resolution over the telephone, email or other
channels (Tier 1).Will provide primary support by answering all customer inquiries by researching policies, recommending self-help web sites, and guiding customers through steps used to arrive at solutions. Research reported problems to determine the source and possible resolutions. Maintain SSC website and knowledge base. Serve as business co-application owner for case management system. Develop informational and instructional
materials, additional training offerings and user support services by providing needs assessment and content development.
Apply By Date: July 21, 2025 at 11:59pm
MINIMUM QUALIFICATIONS - FOR FULL CONSIDERATION, APPLICANTS ARE ENCOURAGED TO UPLOAD LICENSE AND/OR CERTIFICATION IF REQUIRED OF THE POSITION
- Experience in providing customer service/support to a diverse audience, including in-person, phone and/or online (e.g. e-mail) interactions.
- Experience with developing and facilitating training programs. Experience with comprehending and applying written policies, procedures and technical materials and communicating that information, to both technical and non-technical audiences, verbally and/or in writing.
- Experience in at least one of the following areas: HR, Payroll, Purchasing, Travel and Entertainment, or Accounts Payable policies and procedures and transaction processing.
- Experience operating a computer in a PC environment with experience in at least one software package in each of the following categories: word processing, spreadsheet, electronic communication (Outlook preferred) and web browsers. Experience troubleshooting technical system issues.
- Organizational and time management skills to manage, track, and work on multiple and simultaneous complex tasks, following through on each as new ones are added, and meet multiple deadlines. Skills to objectively review and evaluate data/information and make timely decisions.
- Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations, resolve problems. Skills to meet customer/client expectations with an emphasis on quality, quantity and timeliness of work.
- Skills to work in collaboration with others in a cooperative and professional manner.
PREFERRED QUALIFICATIONS
- Experience with at least one of the following automated systems: Job Builder, BANNER, PPS, OPTRS, or DaFIS. Experience to produce informational and instructional materials suitable for all levels of knowledge in a given subject.
- Knowledge of UC policies and procedures.
SPECIAL REQUIREMENTS – PLEASE CONTACT YOUR RECRUITER WITH QUESTIONS REGARDING WHICH ACTIVITIES APPLY BY POSITION
- This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
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