The following position reporting to Dennis Gillespie, Manager, Support Center is being
posted externally. If interested, you must apply online at https://jobs.iu.edu/
Refer to job number #5381.
Quality Assurance and Training Analyst - PA3IT
Description and Responsibilities:
Develops and implements quality assurance standards and measurements for all service functions of the UITS Support Center. Establishes service quality goals by researching practices of other quality assurance professionals and organizations from a variety of industries and then creates policies and procedures for monitoring and improving service quality in all types of customer interactions; collaborates with other IT Professionals from UITS, departments, and regional campuses; and plays a critical role in successfully implementing service quality processes.
Develops, analyzes, and implements training programs for the IT support staff of the support center; evaluates productivity tools to improve the effectiveness and efficiency of the front-line consultants; and assists with the recruitment, evaluation, and hiring of frontline hourly staff. During periods of high-volume customer requests this position may perform frontline customer support.
Qualifications:
REQUIRED: Bachelor's degree and three years of experience in technical customer support. Equivalent combinations of education and experience will be considered.
Supervisory and project management experience. Expertise with Windows, Macintosh, mobile operating systems, e-mail systems and protocols common to IU. General knowledge of network protocols and structure, and familiarity with the UITS Knowledge Base. Excellent problem solving abilities; excellent organizational and written and verbal communication skills; and the ability to interact well with students, staff, and faculty with diverse levels of computing sophistication.
Indiana University is an Affirmative Action/Equal Employment institution.
