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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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