Client Services Analyst
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Job Location:
Huntington, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Description
The Client Services Analyst is an essential member of the Higher Education IT team focusing on ensuring exemplary support operation and optimization of the institutions client services and service desk functionalities. This role involves direct interaction with end users understanding their needs and working collaboratively to resolve issues and improve user experiences. The successful candidate will have a balance of technical knowledge an understanding of higher education environments and the capability to communicate efficiently with a diverse range of stakeholders. Key Responsibilities: Client Support and Issue Resolution: Provide frontline and Tier 2 support to end users addressing and rectifying technical challenges. Monitor service requests ensuring timely resolution and user satisfaction. Liaise with other IT departments or vendors when escalated support is needed. Service Desk Analysis and Enhancement: Collaborate with users to gather feedback and understand areas of improvement for information technology. Evaluate current technology operations to pinpoint areas for optimization. Implement changes that enhance the efficiency and effectiveness of client services . User Training and Education: Develop and maintain user guides FAQs and training materials for commonly faced issues. Organize workshops or training sessions equipping users with knowledge to make the most of institutional IT resources. Work in tandem with other departments to ensure consistent training methodologies and materials. Service Metrics and Reporting: Track and analyze key performance metrics related to service desk requests and resolutions. Generate periodic reports highlighting service performance user feedback and areas for improvement. Use data to inform decisions about future changes or enhancements to client services. Stakeholder Communication: Maintain open channels of communication with users ensuring they are updated about ongoing issues resolutions or IT initiatives. Engage in multidisciplinary teams and projects to represent the voice of end users. Collect and prioritize user feedback to drive continuous improvement. Stay Informed: Stay up-to-date with emerging best practices technologies and trends in client service management. Explore and recommend tools or methodologies that can elevate the institutions client services. Student Testing Support: Maintain the Health Sciences student testing computer fleet ensuring devices are updated functional and ready for use. Provide onsite support during highstakes exams including laptop distribution monitoring and rapid issue resolution. Respond quickly to urgent testing-related problems including shortnotice support needs. Work effectively with people and under pressure in a rapidly changing environment. Clinical Skills Technology Support: Support the technical and operational clinical skills needs of education and assessment technologies including Objective Structured Clinical Examinations (OSCEs) and simulation platforms (Intelligent Video Systems ( IVS ) Elevate Health LearningSpace or similar) A/V capture systems and examday workflows to ensure reliable recording review and assessment processes. Manage platform access controls roles and secure handling of recordings and assessment materials. Provide rapid onsite troubleshooting for clinical skills sessions and simulation events. Classroom conference room A/V Support: Provide classroom conference room and collaboration space A/V support for faculty staff and students including rapid troubleshooting of equipment issues. Coordinate with vendors to resolve complex or recurring A/V problems and ensure reliable classroom technology performance. Special Event Support: Provide occasional afterhours technical support for special events requiring IT or A/V assistance. Ensure timely response and on-site availability when events require immediate technical intervention. Other special projects and duties as assigned .
The Client Services Analyst is an essential member of the Higher Education IT team focusing on ensuring exemplary support operation and optimization of the institutions client services and service desk functionalities. This role involves direct interaction with end users understanding their needs and working collaboratively to resolve issues and improve user experiences. The successful candidate will have a balance of technical knowledge an understanding of higher education environments and the capability to communicate efficiently with a diverse range of stakeholders. Key Responsibilities: Client Support and Issue Resolution: Provide frontline and Tier 2 support to end users addressing and rectifying technical challenges. Monitor service requests ensuring timely resolution and user satisfaction. Liaise with other IT departments or vendors when escalated support is needed. Service Desk Analysis and Enhancement: Collaborate with users to gather feedback and understand areas of improvement for information technology. Evaluate current technology operations to pinpoint areas for optimization. Implement changes that enhance the efficiency and effectiveness of client services . User Training and Education: Develop and maintain user guides FAQs and training materials for commonly faced issues. Organize workshops or training sessions equipping users with knowledge to make the most of institutional IT resources. Work in tandem with other departments to ensure consistent training methodologies and materials. Service Metrics and Reporting: Track and analyze key performance metrics related to service desk requests and resolutions. Generate periodic reports highlighting service performance user feedback and areas for improvement. Use data to inform decisions about future changes or enhancements to client services. Stakeholder Communication: Maintain open channels of communication with users ensuring they are updated about ongoing issues resolutions or IT initiatives. Engage in multidisciplinary teams and projects to represent the voice of end users. Collect and prioritize user feedback to drive continuous improvement. Stay Informed: Stay up-to-date with emerging best practices technologies and trends in client service management. Explore and recommend tools or methodologies that can elevate the institutions client services. Student Testing Support: Maintain the Health Sciences student testing computer fleet ensuring devices are updated functional and ready for use. Provide onsite support during highstakes exams including laptop distribution monitoring and rapid issue resolution. Respond quickly to urgent testing-related problems including shortnotice support needs. Work effectively with people and under pressure in a rapidly changing environment. Clinical Skills Technology Support: Support the technical and operational clinical skills needs of education and assessment technologies including Objective Structured Clinical Examinations (OSCEs) and simulation platforms (Intelligent Video Systems ( IVS ) Elevate Health LearningSpace or similar) A/V capture systems and examday workflows to ensure reliable recording review and assessment processes. Manage platform access controls roles and secure handling of recordings and assessment materials. Provide rapid onsite troubleshooting for clinical skills sessions and simulation events. Classroom conference room A/V Support: Provide classroom conference room and collaboration space A/V support for faculty staff and students including rapid troubleshooting of equipment issues. Coordinate with vendors to resolve complex or recurring A/V problems and ensure reliable classroom technology performance. Special Event Support: Provide occasional afterhours technical support for special events requiring IT or A/V assistance. Ensure timely response and on-site availability when events require immediate technical intervention. Other special projects and duties as assigned .
Required Experience:
IC
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Marshall University is a public research institution in Huntington, West Virginia. With more than 150 undergraduate, graduate, and professional degree programs to choose from, you’ll find your future at Marshall.
