Job Summary: The ITS Service Analyst uses knowledge and judgement to diagnose issues as they are reported into the Service Desk and works to resolve these issues as quickly and efficiently as possible. The Analyst clearly communicates technical information and solutions in a user-friendly professional manger and may provide one-on-one and user training when needed. The Analyst assists the Lead Analyst and ITS management in monitoring performance against service levels. The Analyst also provides fist level technical software, hardware, network problem resolution to end-users by performing problem diagnosis and guiding users through step-by-step solutions. Problems may range from straightforward to complicated technical issues. The Analy
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