Client Services Analyst

The Client Services Analyst is an essential member of the Higher Education IT team, focusing on ensuring exemplary support, operation, and optimization of the institution's client services and service desk functionalities. This role involves direct interaction with end users, understanding their needs, and working collaboratively to resolve issues and improve user experiences. The successful candidate will have a balance of technical knowledge, an understanding of higher education environments, and the capability to communicate efficiently with a diverse range of stakeholders.

• Provide frontline and Tier 2 support to end users, addressing and rectifying technical challenges.
• Monitor service requests, ensuring timely resolution and user satisfaction.
• Liaise with other IT departments or vendors when escalated support is needed.

• Collaborate with users to gather feedback and understand areas of improvement for information technology.
• Evaluate current technology operations to pinpoint areas for optimization.
• Implement changes that enhance the efficiency and effectiveness of client services.

• Develop and maintain user guides, FAQs, and training materials for commonly faced issues.
• Organize workshops or training sessions, equipping users with knowledge to make the most of institutional IT resources.
• Work in tandem with other departments to ensure consistent training methodologies and materials.

• Track and analyze key performance metrics related to service desk requests and resolutions.
• Generate periodic reports highlighting service performance, user feedback, and areas for improvement.
• Use data to inform decisions about future changes or enhancements to client services.

• Maintain open channels of communication with users, ensuring they are updated about ongoing issues, resolutions, or IT initiatives.
• Engage in multidisciplinary teams and projects to represent the voice of end users.
• Collect and prioritize user feedback to drive continuous improvement.

• Stay up-to-date with emerging best practices, technologies, and trends in client service management.
• Explore and recommend tools or methodologies that can elevate the institution's client services.

• Maintain the Health Sciences student testing computer fleet, ensuring devices are updated, functional, and ready for use.
• Provide on‑site support during high‑stakes exams, including laptop distribution, monitoring, and rapid issue resolution.
• Respond quickly to urgent testing‑related problems, including short‑notice support needs.
• Work effectively with people and under pressure in a rapidly changing environment.

• Support the technical and operational clinical skills needs of education and assessment technologies, including Objective Structured Clinical Examinations (OSCEs) and simulation platforms (Intelligent Video Systems (IVS), Elevate Health Learning Space or similar), A/V capture systems, and exam‑day workflows to ensure reliable recording, review, and assessment processes.
• Manage platform access controls, roles, and secure handling of recordings and assessment materials.
• Provide rapid, on‑site troubleshooting for clinical skills sessions and simulation events.

• Provide classroom, conference room and collaboration space A/V support for faculty, staff, and students, including rapid troubleshooting of equipment issues.
• Coordinate with vendors to resolve complex or recurring A/V problems and ensure reliable classroom technology performance.

• Provide occasional after‑hours technical support for special events requiring IT or A/V assistance.
• Ensure timely response and on‑site availability when events require immediate technical intervention.