Description

• Manage level 1 and 1 1/2 service Incidents/requests from report to resolution

• Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2

• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

• Contribute to the continuous process improvement of the Service Desk Area

• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools

• Receive, prioritize, document and actively resolve end user help requests

• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)

• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve

• Follow escalation and paging procedures to ensure SLAs are being met

• Provide support and services to users, seeking to resolve as many calls as possible at level 1:

• Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

• Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

• Participate in special projects as needed and perform other duties as assigned

• Must be able to work independently as well as work as part of a fast-moving team

• Must be able to work at various locations when necessary along with working various shifts

Educational Level:

• Baccalaureate Degree in relevant field from an accredited college or university;and,

• One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,

• A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,

• A satisfactory combination of education, training and experience.

Years of Experience:

• One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs

Key Skills

Education

Any Gradute