Service Desk Support
Company: Smart IMS. Inc
Location: San Francisco
Posted on: January 27, 2023
Job Description:
Service Desk Support
Current Location: Either San Francisco or Sacramento office will be
the Home Base. Position will be remote unless needed in the office
for meetings.
- Provide Service Desk support for business hours 7am to 6pm
(PST) with an on-call rotation for off hours
- Maintain training materials for Service Desk personnel on
business and technical environments
- Provide Level 1 assistance for Incidents and inquiries on the
features, functions and usage of hardware, software, and
Third-Party services
- Provide Service Desk agents that clearly communicate, are
proficient in English, and are appropriately trained to meet the
Judicial Council requirements
- Perform operational planning for Service Desk capacity and
performance purposes (e.g., capacity-based resource
planning)
- Provide additional resources as needed during planned events
and unplanned critical events (e.g., new services startup, extended
outages)
- Issue broadcasts or other notices to provide detailed status
updates as required for planned and unplanned events, including
establishing and maintaining an as needed banner message on the
toll-free number, which updates End-Users on known system or
network outages
- Manage, maintain, and make available End-User facing
documentation for supported hardware, software, and Third-Party
services (e.g., "how to" self-support, user instructions, available
functional training)
Call Management:
- Manage and proactively monitor a single point of contact (SPOC)
solution including a toll-free phone number, web submission and
monitored email
- Record and update Service Desk incidents and requests in JCC
ServiceNow
- Receive and provide first-level support end-user calls; route
all other calls to appropriate groups for resolution based on
knowledge base information
Ticket Management:
- Support an end-to-end incident handling ticket system within
Service Desk
- Provide and train on procedures to manage incidents and service
request calls
- Categorize, prioritize, and log all IT incidents
- Proactively monitor service relating incidents and provide
status to callers
- Monitor automated system ticket creation integration with other
incident management systems
- Proactively provide communication with other groups for all
tickets as needed
- Coordinate Problem and Incident Management Services, including
those involving Third Parties
- Enact, maintain, and enhance the Incident workflow, escalation,
communication, and reporting (Incident Management process)
- Manage the lifecycle for Problems and Incidents in
scope
- Ensure Problem and Incident resolution conform to defined
procedures
- Determine the impact of an incident to assess priority and
criticality, as well as provide necessary communication
- Conduct proactive trend analysis on high priority
incidents
- Track and provide reporting on high priority incidents
- Recommend solutions in scope to address recurring problems
End-User Administration:
- Perform end-user account creations and modifications in
accordance with security policies
- Receive, track and process requests for End-User account
activation, changes, and terminations
- Communicate and coordinate with other areas to manage end-user
account administration
- Perform password resets/unlocks as required in accordance with
security policies
- Coordinate with JBE and third-party vendors for multi-level
support coordination
Additional Responsibilities:
- Monitor and report on Service Level Requirements
- Ensure compliance with ITIL standards and practices
- Conduct Root Cause Analysis including preventative measures
within scope
- Execute authorized Service requests
- Maintain, and adhere to documented procedures
Keywords: Smart IMS. Inc, San Francisco , Service Desk Support, Other , San Francisco, California
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