Job Description

Technical Analyst 3

Requisition IDreq6927
Working TitleTechnical Analyst 3
Position Grade14
Position Summary

The University of New Mexico Information Technologies (IT) is seeking a Technical Analyst 3 to work in a strong team environment to serve as the Service Desk lead. This position will be leading a team of full time employees and student employees in the daily operations in a contact center setting. The successful applicant will have an in-depth knowledge of service desk operations to include knowledge management, key performance indicators, metrics, ACD technologies and usage of an ITSM tool. This position will be responsible for adherence to professionalism and customer service activities related to a centralized service desk.


§ Coordinate the service desk team members in their daily duties of attending to clients who call or submit portal tickets and facilitate good customer service culture in team members

§ Evaluate and assess service desk performance metrics and carry out survey on clients to weigh the satisfaction of incident resolution

§ Keep record of daily operations at the desk for tracking of customer incidents and service requests using a ITSM tool

§ Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness

§ Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace

§ Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions

§ Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

Other desired skill sets, knowledge, and abilities.

1. Demonstrated examples of successful team leadership.

2. Showcase good interpersonal skills for customer relations

3. Ability to work under pressure

4. Must be knowledgeable about service desk system and IT tools

5. Must have good judgment in handling serious customer problems.

See the Position Description for additional information.

Conditions of Employment
  • Specialty licensure/certification may be required, as specified by the department.
  • Successful candidate may be subject to a criminal background check prior to starting work.
Minimum Qualifications

Bachelor's degree; at least 2 years of progressively responsible experience directly related to the duties and responsibilities specified.

Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year for year basis.

Preferred Qualifications

1. ITIL experience and/or certification

2. Help Desk Institute (HDI) certification and experience

3. Experience with Incident Management and/or ITSM tools

4. Experience in providing excellent customer service and support

5. Experience collaborating with technical teams to achieve outcomes that benefit end users and customers

6. Excellent communication and interpersonal skills

Additional Requirements
CampusMain - Albuquerque, NM
DepartmentIT Customer Service (319A)
Employment TypeStaff
Staff TypeRegular - Full-Time
Term End Date
Pay$3956.33 to $5029.67(Monthly)
Benefits EligibleThis is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB StatementTemporary and on-call employees working an appointment percentage of 26 (.26 FTE) or greater, per quarter, will be eligible to earn retirement service credits and thus are required to make New Mexico Educational Retirement Board (NMERB) contributions. More information pertaining to your FTE and NMERB contributions can be reviewed on the NMERB Guidelines Clarified webpage.
Background Check RequiredNo
For Best Consideration Date11/5/2018
Application InstructionsInclude Resume and Cover Letter

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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