Senior IT Support Analyst, Bespoke Operations

$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 Support Analyst, Bespoke Operations at UCLA is responsible for providing exceptional customer service to various academic and administrative departments. This role involves engaging with customers whose inquiries have been escalated beyond the first level of support, utilizing in-depth knowledge of UCLA's technologies to facilitate timely resolutions. The analyst will lead innovative solutions to enhance operational effectiveness and support the university's mission by ensuring stakeholders can effectively access and leverage technology services.

Responsibilities

• Provide customer service excellence to UCLA's diverse academic and administrative departments.
• Engage with customers whose inquiries have been escalated beyond the first level of support.
• Utilize knowledge of UCLA's technologies to facilitate timely and impactful resolutions.
• Lead innovative solutions that support operational effectiveness.
• Deliver exceptional information technology services across faculty, staff, and students.

Requirements

• Experience in information technology, management, customer service, higher education, or a related field.
• Advanced experience providing technical customer support in an operational environment.
• Experience producing reports and creating technical documentation for complex processes.
• Familiarity with customer issue ticketing systems and/or ServiceNow.
• Experience with Office 365, password reset procedures, and network troubleshooting.
• Strong ability to assess the criticality of problems and prioritize actions.
• Broad knowledge of enterprise system functions and troubleshooting capabilities.
• Strong written and verbal communication skills.
• Ability to establish positive working relationships with team members and stakeholders.
• Strong organizational skills and ability to prioritize competing project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Participation in activities that promote equity, diversity, inclusion, and belonging.
• 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+, and/or Microsoft and/or Apple desktop support certification.

Benefits

• Comprehensive benefits starting on day one.
• Access to UC Total Compensation Estimator for calculating total compensation value.