Northbridge University English

Analyst

• Answer support phones and monitor the ticketing system, triaging and solving problems
• Extract prioritized tickets and take appropriate action to resolve client issues
• Provide technical guidance, advice, and training to system users
• Build and maintain positive, constructive partnering relationships with the campus community
• Perform IT production support for assigned areas according to documented processes
• Perform desk-side support for end-users and provide local remote hands when required by engineers
• Support students, faculty, and administrative staff with infrastructure, classroom, and meeting room technology
• Coordinate computer support activities with user departments, internal teams, and third-party vendors
• Manage and coordinate vendors for technology service delivery
• Log customer interactions, detailed ticket information, and resolutions

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IT Service Desk Analyst I