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Supervisor, Service Desk

Responsibilities

This Supervisor will oversee the evening and night operations for the UCLA Health Service Desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. This position will assess Service Desk analyst performance, provide mentoring and guidance on an individual basis, assist with the creation and presentation of Service Desk training modules and must assist with the creation and modification of Help Desk knowledgebase articles, case templates, and documents.
Qualifications

Bachelor degree is desired
Experience in Help Desk / IT is preferred
Requires an extensive knowledge of IT operations, excellent organizational, communication, analytical skills, judgment and managerial skills.
Ability to work effectively with client, IT management and staff.
Demonstrated ability to troubleshoot and resolve basic desktop, laptop and remote/mobile issues.
General understanding of computer networking, security and infrastructure best practices.
Effective organization and planning skills and ability to prioritize work on multiple projects with high attention to detail.
Strong communication, interpersonal and customer service skills to work effectively both independently and as part of a team









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