Student Jobs

The Student Helpdesk provides frontline technical support for over 40,000 students by troubleshooting personal devices, providing information on technology resources across campus, as well as assistance with navigating the campus bureaucracy and interconnected IT systems students must use everyday. The Student Helpdesk Analyst (SHA) uses various reporting tools to gather and record data on service utilization and staff compliance–with the goal of ensuring quality assurance for the services offered by the Student Helpdesk and valuable data points for supervisors to use in their efforts to training, coach individual staff, as well as guide broader initiatives and improvements for the Student Helpdesk team.

The SHA is responsible for recording data from reporting tools, on a consistent, weekly basis, as well as performing audits (both in person and remote) on staff practices and procedural compliances. These data points are then forwarded to the student leads directly managing the Student Helpdesk Consultants (technicians). In addition to these recurring tasks, the Student Helpdesk Analyst is also responsible for helping to compile periodic reports, with the guidance of the Technical Services Supervisor, on service utilization. In some cases, these reports may be shared with the larger Berkeley IT community and campus leadership. Additional projects may be assigned upon request, when additional needs are identified. Some examples of projects may include 1) redesigning or updating customer experience surveys, 2) process analysis and improvement efforts, and/or 3) creating or updating documentation.