IT Service Desk and Deskside Support Assistant

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Description

Under the supervision of the IT Service Desk Lead, IT Service Desk and Deskside Support Assistant serves as the first point of contact for end-user support and for reporting service requests and incidents. The position also provides technology-based deskside system support for all client computing needs. Main Duties and Responsibilities I. Service Desk Operations Logs, classifies, and encodes the incidents or service requests on the ITSM ticketing tool, ensuring that ticket requests are worked on in compliance with the Service Level Agreements. Attends to all end-user requests with accurate and appropriate information in a timely manner, monitoring all service requests and incidents until their resolution. Registers incidents and service requests into the Incident Management Database. Analyzes customer requests for correct classification and provides first-level technical support and resolution. Routes service requests to support groups when incidents are not closed. Assists in the preparation of staff schedules to ensure the service desk is staffed appropriately to cover all hours of operations. Assists the IT Service Desk Lead in attending to the day-to-day operational requirements of the Section. Prepares periodic and ad hoc reports required by the management team. II. Incident Management Resolves and recovers incidents not assigned to second-line support. Keeps affected partners informed about the progress. Resolves or escalates incidents and requests in line with established service level agreements. Escalates the process as necessary per established escalation policies. Logs and records all reported incidents into the Incident Management Database. Monitors the status and progress towards the resolution of assigned incidents. Updates from the Service Desk regarding incident progress Analyzes incident trends and creates knowledge database for known errors. III. Technical Assistance and Support Attends to Video Conferencing Events, Live Streaming, and Video Conferencing Shared Services requirements. ). Familiarizes the technical manuals of the different IT assets managed by the university. , login problems, software e

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