IT Services Associate

2 months ago

Shanghai, Shanghai, China NYU Shanghai Full time

Position Overview

The IT Services Associate plays a crucial role in the provision and management of IT services, offering support to end-users and ensuring the efficient functioning of IT operations within NYU Shanghai.

Core Responsibilities:

  • Advanced Technical Assistance: Act as the main escalation point for intricate technical challenges faced by faculty, staff, and students, ensuring prompt and effective solutions.
  • Proactive Issue Resolution: Detect and mitigate potential IT issues before they disrupt operations, employing analytical skills and proactive strategies.
  • Onboarding and Offboarding Facilitation: Manage the onboarding and offboarding processes for new students, faculty, and staff, ensuring seamless transitions and access to essential resources.
  • Identity and Access Management: Address identity and access management concerns for the NYU Shanghai community, ensuring secure and appropriate access levels.
  • System Integration Knowledge: Comprehend the integration between critical systems, ensuring smooth operation and data flow.
  • Service Management Oversight: Supervise global IT services, ensuring consistent performance and availability.
  • IT Service Implementation Support: Assist in the implementation and ongoing enhancement of IT service management processes, adhering to best practices.
  • IT Service Communication: Help draft and distribute announcements regarding new IT services and campus-wide updates.
  • Communication Liaison: Serve as a communication link between NYU Shanghai and NYU New York, facilitating information exchange and collaboration.
  • Internal Communication Enhancement: Promote effective communication within the IT department and across other departments to ensure alignment on objectives.
  • Stakeholder Engagement: Regularly interact with faculty, staff, and students to gather feedback and improve IT service quality.
  • Policy and Procedure Development: Assist in the formulation and updating of IT policies and procedures to ensure compliance and operational efficiency.
  • IT Service Desk Monitoring: Oversee IT service desk tickets, providing guidance and ensuring efficient issue resolution.
  • ServiceLink Oversight: Monitor ServiceLink ticket assignments to ensure proper routing and timely resolution.
  • SLA Support: Aid the IT Services Manager in managing service level agreements (SLAs) and tracking performance metrics.
  • User Documentation Development: Create and maintain comprehensive user guides, FAQs, and other documentation to assist end-users in effectively utilizing IT services.
  • Knowledge Management Assistance: Help in the creation and maintenance of the IT Knowledge Base and internal resources to keep the community informed.
  • Project Involvement: Engage in IT projects, contributing to planning, execution, and thorough documentation.
  • Team Collaboration: Work alongside IT team members to achieve shared goals and deliver high-quality IT services.
  • Mentorship: Provide guidance and support to junior staff members, aiding in their professional growth.
  • Professional Conduct: Uphold a professional and approachable demeanor in all interactions, fostering a positive IT environment.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 2 years of experience in an IT support or related capacity.
  • Strong problem-solving abilities and attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively.
  • Strong organizational and time-management capabilities.

Preferred Qualifications:

  • Experience in an academic or educational setting.
  • Familiarity with IT service management frameworks (e.g., ITIL).

Additional Information

About NYU Shanghai

NYU Shanghai is a pioneering Sino-US research university, part of the NYU Global Network. Founded in collaboration with East China Normal University, NYU Shanghai aims to cultivate globally-minded graduates through innovative teaching and a commitment to public service.

NYU Shanghai is an equal opportunity employer dedicated to equity, diversity, and social inclusion, proud of its diverse staff who contribute to this unique institution of higher education in China.

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