Department Summary:Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the “front door” for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements.The Customer Support team serves as the singular “front door” for ITS by responding to and resolving common customer inquiries for a diverse range of university stakeholders received via a variety of channels including phone, email, walk-in, and service portal ticket requests. The team escalates tickets to appropriate parties, tracking timely and accurate resolution and offers white glove service to University Executive Staff. The team is responsible for driving service quality and continuous service improvement for Intake and Operations processes. The Customer Support team builds a best-in-class organization by providing excellent customer service to a broad range of customers.Position Summary:
The Senior IT Concierge Support Analyst will provide tailored support to executives and maintain excellent standards of service for the IT organization by managing the design, development, and deployment of VIP and executive technology support for UCLA customers throughout campus. The Senior IT Concierge Support Analyst will drive innovative solutions and the highest level of customer service excellence to support executive-level customers.
The Senior IT Concierge Support Analyst will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.
Salary & Compensation:*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit
UC Benefit package to discover benefits that start on day one, and
UC Total Compensation Estimator to calculate the total compensation value with benefits.Qualifications:
Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required) Experience providing technical customer support to executive-level customers in an operational environment. (Required) Experience with Office 365, password reset procedures, network troubleshooting, and/or desktop/IT/helpdesk support. (Required) Experience with customer issue ticketing systems and/or ServiceNow. Ability to provide tailored support. (Required) Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred) Strong ability to assess the criticality of problems and prioritize actions based on importance and urgency. (Required)Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. (Required)Advanced skill at creating technical documentation for complex processes and applications. (Required)Strong written and verbal communication skills. Able to communicate technical information and ideas to a diverse community of colleagues and stakeholders. (Required)Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers. (Required)Strong organizational skills and is able to prioritize urgent and competing project needs. (Required)Strong demonstrated problem-solving skills; scopes solutions based on knowledge of available resources and timelines. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)Able to participate in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging. (Required)Thinks creatively and proposes innovative ideas, including the incorporation of new technologies or processes. Able to work with agility in a fast-paced environment. (Required)Education, Licenses, Certifications, & Professional Affiliations:
Bachelor's Degree in one or more of: information technology, computer science, public administration, business administration, communications, or related field, or equivalent combination of experience/training. (Preferred) ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification (Preferred) Special Conditions of Employment:
The anticipated pay range for this position is $76,479.66 - $89,601.99, annually; salary is dependent upon the skills and experience of the selected finalist.
NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
- Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
- Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
Complete Position Description:https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=TBD_2375
Source : The Regents of the University of California on behalf of their Los Angeles Campus