Description
Department Summary Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the “front door” for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements.The Customer Support team serves as the singular “front door” for ITS by responding to and resolving common customer inquiries for a diverse range of university stakeholders received via a variety of channels including phone, email, walk-in, and service portal ticket requests. The team escalates tickets to appropriate parties, tracking timely and accurate resolution and offers white glove service to University Executive Staff. The team is responsible for driving service quality and continuous service improvement for Intake and Operations processes. The Customer Support team builds a best-in-class organization by providing excellent customer service to a broad range of customers. Position Summary The IT Support Analyst, Intake will provide front-line technical support to a broad range of IT customers, partners, and key stakeholders throughout campus. The IT Support Analyst will engage with customers to understand inquiries, issues, and interruptions and facilitate timely and impactful resolutions while delivering customer service excellence. Additionally, this individual will contribute to innovative solutions and customer service excellence that support the operational effectiveness of a best-in-class, leading-edge university. The IT Support Analyst, Intake will positively impact UCLA’s operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution’s academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA’s vision while modeling UCLA’s culture and values. Salary & Compensation *UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits. Qualifications Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required) Foundational experience providing technical customer support in an operational environment (Required) Experience with customer issue ticketing systems and/or ServiceNow. (Required) Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred) Ability to assess the criticality of problems and prioritize actions based on importance and urgency. (Required) Ability to use IT knowledge and concepts to understand support customer requests and to resolve problems or issues. (Required) Strong written and verbal communication skills. Able to communicate and document ideas clearly. (Required) Able to develop positive working relationships and a strong rapport with team members and stakeholders. (Required) Strong organizational skills and is able to prioritize project needs. (Required) Strong demonstrated problem-solving skills. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required) Able to support an inclusive environment that values equity, diversity, inclusion and belonging. (Required) Thinks creatively and is able to work with agility in a fast-paced environment. (Required) Education, Licenses, Certifications & Personal Affiliations Bachelor’s Degree in one or more of: information technology, computer science, public administration, business administration, communications, or related field, or equivalent combination of experience/training. (Preferred) ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification. (Preferred) Special Conditions for Employment The anticipated pay range for this position is $29.03 – $32.70 per hour; salary is dependent upon the skills and experience of the selected finalist. NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying. Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation. Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment. Schedule 8:00 A.M. to 5:00 P.M. PT, Monday through Friday and/or variable based upon operational needs. Union/Policy Covered TX-Systemwide Technical Complete Position Description https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=TBD_2340