Customer Support Analyst TH

Position Summary         

The Customer Support Analyst is responsible for triage and classification of support requests sent to OIT. This position will also assist in discovery in support trends that need to be brought to the attention of the OIT leadership.

Responsibilities

Make as complete a list of job duties as possible beginning with those, which take the greater percentage of the position's time. If supervising or training others, note the number and types/titles of positions, and whether it is direct or general supervision. Student/Temporary positions must include at least 3 (three) responsibility areas.

Job Duty Function         Triage and classify incoming OIT support tickets:

Job Duties/Responsibilities        

• Using the existing work management tools, correctly reclassify incoming support requests into established categories and ensure ticket management data standards are met.
• Running existing reports to look for trends in service needs.

Percentage Of Time       70

Essential/Marginal        Essential

Job Duty Function         Update support documentation.

Job Duties/Responsibilities        

• Following scheduled review dates, update knowledgebase articles based on current practices and documented changes.
•  

Percentage Of Time       20

Essential/Marginal        Essential

Job Duty Function         Support the team effort by:

Job Duties/Responsibilities        

• Research service management trends using ticket data
• Performing related duties and tasks as assigned

Attending meetings

Training

Percentage Of Time       10

Essential/Marginal        Marginal

Position Qualifications

Required Qualifications

• General computer skills
• Customer Service Experience
• All other skills will be developed through on the job training

High school diploma or GED

Preferred Qualifications

• Experience in a technology help desk environment
• Experience with research fundamentals

Physical Requirements & Working Conditions