Tier I Service Desk Specialist

Tier I Service Desk Specialist

Location Nashville, TN

# of openings 3

Salary Range (Min-Max)
00

Job Summary:

The Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under supervision.

Manage incidents, Problems, and Service Requests. Use government-standard implementation of Service Now ITSM for handling tickets.

• Accept all methods of contact and respond in a manner that meets the applicable SLA.
• In addition to creating tickets in response to User requests, support tickets created in response to automated alerts and outage/Incident information received from external and internal organizations, such as server support groups, external WAN providers, application support groups, and other government-authorized organizations.
• Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM.

• Escalate tickets based on expertise and appropriate group membership
• Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours
• Monitor voicemails and emails left for the SD
• Log Incidents and Service Requests into the ITSM.
• Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from first report to remediation
• Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
• Escalate tickets as required by the applicable Service Level Agreements (SLAs)
• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
• Follow-up on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction
• Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to government management
• Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents
• Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users
• Ensure non-IT requests are properly routed to appropriate support organizations.

• Provide live telephone coverage during NWH of service via the call distribution system
• Answer calls in the order they are received in accordance with applicable SLAs
• Greet the customer
• Verify or update User's contact information
• Identify the nature of the Incident and correctly classify it
• Record any additional information into the ticketing system
• Assign ticket priority based on severity level matrix
• Provide the User with a ticket number.

• Continuously monitor the SD email queue for new requests
• Create tickets in a manner that meets and/or exceeds applicable SLA
• Verify information with the end User, as required
• Provide User with a ticket number.

• Establish means to accept these events and to track them via ITSM tickets
• Manage resolution process in a manner that meets and/or exceeds applicable SLA
• Make information about these critical events available to all SD agents for real-time reference
• Keep information in the Known Errors database current

• Update tickets by adding work log information as required by the applicable SLAs
• Monitor status of all open tickets and elevate as required
• Coordinate resolution with other internal and external teams, as appropriate
• Check the assigned tickets queue on regular basis throughout the NWH
• Provide advice and guidance to the Users regarding restoration of interrupted service
• Verify ticket resolution with the User
• Provide advice and guidance to Users regarding restoration of interrupted service

No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change status of the ticket to "Resolved". Follow up periodically to verify the service meets client expectations; close when completed.

Assume…