Temporary Service Analyst - 08415

NCS Operations SupportNetwork and Communication Services Operations Support provides an interface between CIT's voice and data customers and the engineers and technicians who design, install, and maintain the university's communication infrastructure. Position SummaryThe temporary NCS Service Analyst's (SA) responsibilities will include receiving and processing service requests (Audix, authorization codes, account codes, name changes, data disconnects, etc.) from campus customers via email, web interface, and campus mail. Duties include creating work orders in the Pinnacle support system where accurate technical service information is recorded for processing by field technicians, proper charge and inventory assignments are made, and critical 9-1-1 information is recorded. Additionally, the SA will be required to use the Remedy Customer Relationship Mgmt tool to record order status as well as prepare and send appropriate customer notifications. The SA must complete all work products in an efficient and productive manner while complying with NCS internal processes and industry standards. Duties will also include administration of paper filing and preparing files for long term storage.This position is a 5 month temporary appointment which reports to and is assigned work by the Lead Service Analyst. Standard work hours for this position are Monday through Friday, 8:00 a.m. - 4:30 p.m. Position may be required to work extended hours, including over-time, during the implementation of large voice and data projects or key campus events, such as fall semester opening. Position may be required to serve as back-up for other Service Analysts during peak call volume periods.
Formal training beyond HS of 1-2 years, 2 years of college course work, or Associate's degree with 2-4 years of telecommunications and/or data networking experience is preferred. Ability to be self-directed and work independently as well as collaboratively as a team member required. Proven communication skills, written and verbal, are essential. Accuracy and attention to detail is a must. Must possess excellent customer service and time-management skills. Demonstrated ability to organize and prioritize multiple competing tasks. Will be required to learn a variety of support systems including, but not limited to Pinnacle, Remedy, Avaya G3R, Intuity Audix and LineCardPro. Proficiency with standard desktop productivity tools required. Ability to work successfully in a fast-paced, customer driven, and team-based environment essential. Familiarity with the Cornell campus community is a plus. Located in Ithaca, N.Y., Cornell University is a bold, innovative and inclusive teaching and research university of academic distinction and public service where staff, faculty, and students alike are challenged to be active citizens of the world. Cornell University is an equal opportunity, affirmative action educator and employer.

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