Job Description
Description
:PURPOSE OF POSITION
Accountable for first level support of technology service and incident management, reported via phone, ITSM system, or in-person. Accountable for coordinating and triaging service requests and mentoring and training all Service Desk agents on all operational activities and procedures to support the End User.
KEY RESPONSIBILITIES
Triages, logs and coordinates all incident and service requests from across FSRA for the provision of first level support and diagnostics for hardware or software, including peripheral equipment (such as printers, scanners, tablets and mobile devices), via telephone or ticketing system.
Prioritizes, allocates, categorizes, and assigns all incidents and requests to Service Desk staff based on skills, workload, and effort.
Coordinates and oversees the life cycle management of service requests, incidents, and problems using the Service Desk s...