Service Center Analyst III

8748BR

Finance & Administration

ITS RSC Operations

Job Summary

Do you have a passion for creative problem solving and exceeding customer expectations? Are you looking to challenge yourself and make a difference with your skills? We are in search of an extra-ordinary customer service stars who is looking to be a part of a “once in a lifetime team!”

As the front-facing representative for multiple departments, the Service Center Analyst will provide best-in-class service with a high degree of customer satisfaction for technical and operational inquiries, requests and issues in a professional and timely manner.
The Service Center Analyst will:

• IT and other partner support areas for all members of the RIT community via multiple methods of intake, while being held to a set first contact resolution goal.
• Serve as role model to all front line and student employees in terms of capability, work ethic, reliability and attitude.

Job Responsibilities

Responsibilities

• Provide support for multiple departments with an emphasis on IT support including, but not limited to, account management, device and printer support and request fulfillment across multiple services.
• With energy and enthusiasm, provide coordination, clear communication and, whenever possible resolution, via phone, chat or tickets with members of the RIT community.
• Thoroughly document user requests within enterprise ticketing system and knowledge base. Provide first contact resolution per documented expectations.
• Represent RIT Service Center on project teams and participate in internal projects to aid in continuous improvement.
• Lead and assist with various internal projects to improve quality of service delivery

Scope

Problems and issues faced are unclear and varied, and requires analysis, judgment, experience to understand and resolve. Work consists of tasks that are typically not routine. Work on difficult problems that require significant judgment and initiative. Applies full range of specialized skills and job knowledge; has broad knowledge of operational processes, systems, and/or procedures with ability to adapt and apply to accomplish assigned tasks. Independently proposes solutions to problems, requiring innovation and creativity. Work is performed independently under minimal guidance/limited supervision and assigned in the form of desired expectations. Responsible for providing guidance, coaching and training to other employees within job area.

Required Qualifications

• 5 to 7 years’ experience in a direct customer support role in an IT environment (ie. Service Desk, Desktop Support) or 3-5 years of IT support at RIT.
• Experience troubleshooting issues or answering questions for multiple departments or lines of business.

Work Location

Hybrid — Remote/On-campus

Employment Category

Fulltime

Required Application Documents

Cover Letter, Curriculum Vitae or Resume

What do we believe at RIT?

Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.

As a member of the RIT community, you'll receive a comprehensive employee benefits package that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).

Department/College Description

Information and Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs. Our vision is to be a catalyst driving the success of RIT through fast, flexible and personalized services.

How To Apply

In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff . Click the link for search openings and in the keyword search field, enter the title of the position or the BR number

Additional Details

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.