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Senior Service Desk Analyst

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the job, please click the Apply for this Job link.

Please Note: Internal Applicants (current benefits-eligible employees only) must login to the applicant portal before clicking “apply for this job” in order to access the internal application.

Northeastern University Employee Benefits

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by the law. Northeastern University is an E-Verify Employer.

Posting Details

Certain positions will be posted internally for 5 business days from the posting date. External Candidates please be sure to use the External Application form. If the External Application form is not available, this posting is not yet open to External Candidates.

Position Information

Position Title Senior Service Desk Analyst
Requisition Number STFR003613
Division/College Information Technology Services
Interdisciplinary Division/College Not Applicable
Location Boston Main Campus
Full-time/Part-time Full Time
Grade 12
Posting Date 12/05/2017

The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Senior Service Desk Analyst. The Senior Service Desk Analyst specializes in 2nd and 3rd tier phone, e-mail, and in-person support of faculty, staff, and students in all university technology. This role leads their peers in depth of technical knowledge and sets the standard for delivering customer service. The Senior Service Desk Analyst masters existing troubleshooting frameworks and actively develops new procedures for quickly identifying and resolving problems. They provide onboarding and ongoing mentorship and training for new hires and current Service Desk Analysts. The Sr Service Desk Analyst will train mentor the student service desk staff, acting a resource for student questions or escalations. Senior Service Desk Analysts also set the standard for great customer service by always seeking to understand root cause of an issue.

Senior Service Desk Analysts take the initiative in developing new systems which support the Service Desk, AV support and the ITS mission. They are primary architects in developing customer support models for new technologies being implemented, new distance campuses as well as renovations to labs or classrooms. This role actively participates divisional projects and provides the customer service support perspective to implementations.

To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and university holidays.


The ideal candidate will have 4-6 years of technical customer service experience with 2-4 years of experience in a lead role, within a higher educational environment is preferred.

A Bachelor’s degree in Computer Science or a related area is preferred, but not required.

Extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration.

ITIL, Service Now, A+, Mac and Microsoft product certifications are a preferred. Warranty certifications in Dell, Apple and HP printers a plus.

An understanding of knowledge-base general concepts with a passion for providing an end user self-help experience is required. The position also requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.

Knowledge of general operations of the service desk also include the ability to create KPI’s, SLA’s metrics and reporting, utilizing Student Printing Statistics and Computer Use Reporting Software, Remote Assistance Software (Bomgar), Call Center Software, Trouble Ticketing and Reporting Software (Service Now) is required.

The Senior Service Desk Analyst is a role model to service desk staff and student staff in terms of their delivery of customer service and depth of their technical knowledge through both active and ongoing training. The Senior Service Desk Analyst must have an interest in and proficiency with learning new technologies that are needed by the University community.

Excellent interpersonal, communication and organizational skills are required.

A flexible schedule is required as the Service Desk hours include evenings, holidays, and weekends. This role may also require travel to other campuses.

Additional Information

A criminal background check is required for this role.

The schedule for this position is 8 am – 5 pm, Tuesday – Saturday.

Documents Needed to Apply

Required Documents
  1. Resume
  2. References
Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a Bachelor's degree?
    • Yes
    • No
    • Pending