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Staff Job Composite

Service Desk Technician, Sr.

JOB DESCRIPTION

Job Summary: Under general supervision, provides a central point of contact for information technology (IT) customers across the University and offers assistance to any user of technology affiliated with the University; receives, prioritizes, documents, and actively resolves customer service requests; reviews all documentation created by other technicians for accuracy and thoroughness; documents all customer contacts in a central repository; resolves issues involving the use of diagnostic tools, troubleshooting and problem solving methodologies.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES
May include any and/or all of the following:

  1. Supervises service desk technician staff; assists customers with their questions about University supported software and computing platforms through telephone interactions, emails, in person, or onsite visits.
  2. Researches questions using a variety of manuals and resources; ensures customer satisfaction and resolution to customer service requests; applies diagnostic utilities (when required) to aid in troubleshooting; accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in incident resolution.
  3. Verifies all customer identification information, including name, building, department, and contact information; documents all customer contact during the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
  4. Performs post-resolution follow-ups to service requests; verifies that customer is aware of resolution; follows a planned professional development program; maintains continual growth in professional skills; performs other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

  • Knowledge of the principles, practices, and techniques used in administering complex databases
  • Knowledge of hardware/software applications
  • Supervisory skills
  • Analytical skills
  • Interpersonal/human relations skills
  • Verbal and written communication skills
  • Listening skills
  • Ability to perform work that is technically oriented
  • Ability to handle basic maintenance and repair of desktop computing equipment

MINIMUM QUALIFICATIONS
Education and experience equivalent to:

Associate's degree; supplemented with three (3) years related work experience.

2253

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