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.