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.
- Guides users on how to use the Learning Management System and other productivity tools (e.g., Google Suite, Microsoft Office, other Software as a Service [SaaS], etc.).
- Familiarizes the technical manuals of the different IT assets managed by the university.
- Provides technical assistance and support by guiding users on how to investigate and conduct basic IT diagnostics as a first-level response to resolving their IT problems (e.g., login problems, software errors, and hardware malfunctions).
- Regularly documents technical issues, resolutions, and support provided, and creates user manuals or guides for commonly asked questions and resolved issues.
- Updates the asset inventory and reflects all the related incidents and changes made to the asset.
IV. Performs other work-related tasks as may be required by the immediate supervisor and authorized representatives.
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