Help Desk Lead

Department
 

Booth IT: Service Desk

About the Department
 

The University of Chicago Booth School of Business is the second-oldest business school in the U.S. and second to none when it comes to influencing business education and business practices. Since 1898, the school has produced ideas and leaders that shape the world of business. Their rigorous, discipline-based approach to business education transforms students into confident, effective, respected business leaders prepared to face the toughest challenges.

Chicago Booth has the finest set of facilities of any business school in the world. Each of the four campuses (two in Chicago, one in London, and one in Hong Kong) reflects the architectural traditions of its environs while offering a state-of-the-art learning environment.

Chicago Booth is proud to claim:
-an unmatched faculty.
-degree and open enrollment programs offered on three continents.
-a global body of nearly 56,000 accomplished alumni.
-strong and growing corporate relationships that provide a wealth of lifelong career opportunities.

As part of the world-renowned University of Chicago, Chicago Booth shares the University's core values that shape the distinctive intellectual culture. At Booth, they constantly question and test ideas, and seek proof. This extraordinarily effective approach to business leads to new ideas and innovative solutions. Seven of the Booth faculty members have won Nobel Prizes for these ideas - the first business school to achieve this accomplishment.

For more information about the University of Chicago Booth School of Business, please visit: http://www.chicagobooth.edu/.

Job Summary
 

The University of Chicago, Booth School of Business is seeking a Help Desk Lead to support a world-class team of faculty, staff and students. This Lead will be proactive and highly motivated to provide excellent customer service and lead a talented group of technology staff. They will oversee the day-to-day multi-site operation of the help desk responsible for two campuses in Chicago, as well as London and Hong Kong campuses. The Lead will support highly respected Booth faculty and the students who will become future business leaders. The same passion for research and education held by our faculty and staff should be apparent in the lead’s approach to support and problem solving.

Responsibilities

• Provides first and second level help desk support.
• Categorizes tickets by severity and escalates as appropriate.
• Monitors all open tickets and helps move them to resolution.
• Updates and writes documentation to support Information Technology processes and procedures.
• Logs and resolves Help Desk tickets (calls, emails and walk-ins) regarding: network connectivity; PC, mac, printer and mobile hardware support; application support; audio visual requests; account management support.
• Promptly refers unresolved issues to 2nd level support staff.
• Promptly refers urgent issues to the Associate Director of the Service Management and Applications Support.
• Sends announcements to our customers regarding new offerings, outages and upgrades as needed.
• Monitors student computer labs to ensure availability and reliability.
• Serves in rotation for off-hours Help Desk support.
• Uses expertise to simulate user problems to diagnose problems and resolve complex operating difficulties, develops troubleshooting scripts for the help desk. Proposes solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Guides end-users through troubleshooting procedures. Performs upgrades to hardware and software, recommends systems modifications to reduce user problems. Maintains a troubleshooting tracking log to ensure timely resolution of problems. Ensures service level objectives are met for supported clients.
• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Education:

• Bachelor’s degree.

Experience:

• A minimum of two years of customer service experience.

Technical Ski