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Position Summary:
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The Junior Help Desk Analyst, reporting to the Director of Client Services, collaborates with the offshore IT Help Desk Manager and staff to provide and ensure YU end-users receive the appropriate assistance on issues concerning computer hardware, software, networking, and applications. This includes partnering with internal teams to manage all procedures for identifying, prioritizing, and resolving end-user help requests.
The Junior Help Desk Analyst will embody the service-centric practices per the Director of Client Services’ mission, working closely and interacting with internal/external stakeholders across the university at all levels.
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Position Responsibilities:
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Responsibilities include:
- Providing 1st level support phone support in conjunction with offshore Help Desk.
- Acting as responder and escalation point for all 1st/2nd Level issues.
- Serve as a Point of Contact for the Help Desk for all users and staff, both internal and external.
- Ensure timely communications, as needed, with clients on incident progress, change control, and scheduled outages.
- Manage/Prioritize/Escalate Help Desk tickets and assignments to the appropriate personnel/SMEs.
- Troubleshooting issues in conjunction with User Services Teams across multiple company locations.
- Ensuring all incidents and problems are resolved/closed within Service Level parameters.
- Run tracking reports for support metrics, KPIs, and SLAs.
- Document issues and create/update Knowledge Base entries.
- Assist and perform root-cause analyses on support issues; evaluate documented resolutions and analyze trends to develop appropriate solutions.
- Act as Point of Contact for Move, Add, Changes, and Joiner/Leaver tickets.
- Participate in special projects as needed and perform other duties as assigned.
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Experience & Educational Background:
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- Associate’s Degree in an IT-related field or equivalent/relevant experience.
- Minimum of two years of experience in IT customer service support.
- Experience classifying incidents and requests.
- Experience with Help Desk queues in a diverse environment, including phone, email, web, and agent alert ticket initiation.
- Experience with ServiceNow is preferred
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About Us:
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Founded in 1886, Yeshiva University (YU) has a strong tradition of combining Jewish scholarship with academic excellence and achievement in the liberal arts, sciences, medicine, law, business, social work, Jewish studies, education, psychology, and more.
We are a leading global educational institution that employs 2,000 people across our various campus locations -- Wilf Campus, Beren Campus, Brookdale Center, Resnick Campus in the Bronx, the Gruss Institute in Jerusalem, the Boys High School in Manhattan and the Girls High School in Queens. From the distinguished faculty who teach here, to the dedicated staff, we work to fulfill our mission through all that we teach, by all that we do and for all those we serve. We seek to attract and retain engaged and committed individuals who contribute to an exciting working environment, where there is a sense of community and belonging, balanced with a significant cross section of people from diverse backgrounds working and studying together.
The University offers an excellent compensation package, and a broad range of employee benefit plans, including immediate participation in the University’s retirement plan. Staff members are typically eligible for four weeks paid vacation each year and have access to a shuttle to nearby subway locations.
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Equal Employment Opportunity:
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Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.
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