Senior IT Concierge Support Analyst

$76,480 - $89,602/Yr

University of California - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Educational Services

About the position

The Senior IT Concierge Support Analyst at UCLA is responsible for providing tailored IT support to executive-level customers, ensuring high standards of service and innovative solutions. This role involves managing the design, development, and deployment of technology support services, positively impacting the university's operations and culture by enabling stakeholders to effectively leverage technology in support of academic missions. The analyst will also contribute to continuous service improvement and customer satisfaction within the IT organization.

Responsibilities

• Provide tailored IT support to executive-level customers.
• Manage the design, development, and deployment of VIP technology support services.
• Drive innovative solutions and ensure customer service excellence.
• Monitor and improve service quality and customer satisfaction.
• Assist in resolving common customer inquiries and issues through various channels.
• Create technical documentation for complex processes and applications.
• Establish and maintain positive working relationships with stakeholders and customers.

Requirements

• Experience in information technology, management, customer service, higher education, or a related field.
• Technical customer support experience for executive-level customers.
• Proficiency with Office 365, password reset procedures, and network troubleshooting.
• Familiarity with customer issue ticketing systems and ServiceNow.
• Ability to assess problem criticality and prioritize actions effectively.
• Broad knowledge of enterprise system functions and troubleshooting.
• Strong written and verbal communication skills.
• Ability to establish rapport with team members and stakeholders.
• Strong organizational skills and ability to prioritize competing project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Commitment to advancing an inclusive environment valuing equity and diversity.
• Creative thinking and ability to propose innovative ideas.

Nice-to-haves

• Experience in complex higher education environments.
• Bachelor's Degree in information technology, computer science, or related field.
• ITIL Foundations, CompTIA A+, or Microsoft/Apple desktop support certification.

Benefits

• Comprehensive benefits starting from day one.
• Salary offers based on experience and skills.