Technical Analyst 3 - req# 6927
Technical Analyst 3
|Working Title||Technical Analyst 3|
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.
SPECIFIC JOB DUTIES
§ 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.
|Conditions of Employment|
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.
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
|Campus||Main - Albuquerque, NM|
|Department||IT Customer Service (319A)|
|Staff Type||Regular - Full-Time|
|Term End Date|
|Pay||$3956.33 to $5029.67(Monthly)|
|Benefits Eligible||This 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 Statement||Temporary 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 Required||No|
|For Best Consideration Date||11/5/2018|
|Application Instructions||Include 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.