Emory University · 3 months ago
Service Desk Analyst II
United States
Full-time
Remote
Mid Level
3+ years expEmory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. The Service Desk Analyst II role involves supporting faculty, staff, and students in resolving IT issues, maintaining customer satisfaction, and collaborating with the Service Desk management to enhance service delivery.
E-LearningEducationHealth Care
Responsibilities
Supports faculty, staff and students to maintain customer functionality and satisfaction
Independently resolves most moderately complex IT issues
Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies
Processes customer information and verifies location and equipment through customer relationship management tool
Maintains a strong understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff
Creates Major Incident Notifications (MINs) to resolve service interruptions and assign tickets to IT resources
Alerts SD management and staff resources to provide rapid responses to incidents, problems and outage
Interacts with and verifies customers to collect information, clarify needs and to determine courses of action
Troubleshoots issues and researches issue origins to resolve tickets
Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved
Collects and analyzes SD information and activities to assist with identifying potential service interruption issues
Alerts SD management and service owners to confirm and validate MINs
Communicates issues and resolutions with SD management to clarify next steps and to ensure consistency
Confirms MINs and updates front end telephone announcements to communicate status of affected services
Communicates issue resolutions and MINs to department staff to close out events
Reviews tickets to determine areas for improving SD staff skills
Interacts with SD staff and new hires to provide incident process training and to leverage knowledge management
Collaborates with SD management to identify soft skills improvement opportunities
Shares ideas and insights with SD staff to increase skill levels and to reinforce team dynamics
Identifies knowledge gaps to contribute to Knowledge Base (KB) content
Provides data to support SD staff coaching opportunities
Reviews knowledge articles to update KB and to recommend discarding of obsolete information
Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies
Performs related responsibilities as assigned
Qualification
Required
High school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience
Company
Emory University
Emory University is an institute of higher learning and a private research university.
10001+ employees
H1B Sponsorship
Emory University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (417)
2024 (370)
2023 (308)
2022 (266)
2021 (164)
2020 (162)
Funding
Current Stage
Late StageTotal Funding
$719.87MKey Investors
GettyNational Institutes of HealthHyundai Hope On Wheels
2025-08-20Grant· $0.28M
2024-11-13Grant· $15M
2024-08-28Grant· $0.4M
Leadership Team
Claire E Sterk
President Emerita and Charles Howard Candler Professor of Public Health
Gregory Fenves
Chancellor
Recent News
News-Medical.Net
2025-11-23
Genetic Engineering News
2025-11-06
2025-11-05
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