Service Desk Analyst
Under direct supervision, provide first level customer and technical support to Stanford University, Stanford Hospital and Clinics and Stanford Childrens Health 10,000+ Mobile Device End Users. Resolve basic features, billing, and equipment/activation inquiries while referring more complex problems to intermediate and/or senior level.
- Provide first level end-user Mobile Device technical support (device activations, feature/plan provisioning)
- Provide exceptional customer service to customers while following Mobile Device Services and Industry best practices
- Answer customer/client requests or inquiries concerning services, products, billing and equipment.
- Direct liaison between end users and third party vendors
- Document issues and resolutions to promote knowledge sharing
- Resolve issues using appropriate troubleshooting, helpdesk ticketing, in coordination with other team members and subject matter experts
- Update daily status reports and shift handover reports if applicable.
- Apply security best practices
- Perform, schedule, and monitor system alerts, work queues, backups and recovery activities
Education & Experience:
- Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
Knowledge, Skills and Abilities:
- Experience working in complex environments and ability to focus on customer requirements.
- Ability to navigate through multiple systems and computer applications with speed and accuracy
- Excellent oral and written communication skills.
- Excellent interpersonal and relationship-building skills with clients and vendors.
- Ability to work calmly and effectively in pressure situations and manage time effectively in a changing environment.
- Ability to work as an independent, productive, responsible, self-motivated member of a team.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu/.