IT Service Desk Associate III

Job Track Description:

Performs tasks based on established procedures.

Uses data organizing and coordination skills to perform business support or technical work.

Requires vocational training, certifications, licensures, or equivalent experience.

General Profile

Proficiency within a range of analytical or operational processes.

Completes atypical assignments.

Works within established procedures and practices.

May establish the appropriate approach for new assignments.

Acts as a resource for colleagues.

Completes work with limited supervision.

Functional Knowledge

Has developed skills in a range of processes, procedures, and systems.

Business Expertise

Understanding of how teams integrate and work best together to support the achievement of company goals.

Impact

Impacts a team, by example, through the quality service and information provided

Uses discretion to change work procedures and practices.

Leadership

May provide guidance and support to junior team members.

Problem Solving

Provides solutions to atypical problems based on existing precedents or procedures.

Interpersonal Skills

Exchanges information and ideas effectively.

Responsibility Statements

Logs all incident/service request details.

Categorizes and prioritizes codes.

Provides customer service and first-level technical resolution for operational and service-related incidents.

Routes service requests that cannot be resolved.

Consults with a team of analysts and specialists.

Handles requests and incident reports from customers and end-users.

Maintains high levels of satisfaction with IT services.

Determines which Configuration Items (CI) are involved in the incident.

Delivers courteous services and is responsible for end-user requests.

Resolves or escalates requests in line with established service level targets.

Assesses escalations on behalf of the customer.

Provides feedback on intelligence gained through customer interactions.

Produces and validates all incident information.

Obtains additional information from the requester and end-users.

Ensures that incidents are resolved and closed.

Performs other duties as assigned.

Complies with all policies and standards.