IT Service Desk Associate II

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

• Expands skills within an analytical or operational process.


• Maintains appropriate licenses, training, and certifications.


• Applies experience and skills to complete assigned work.


• Works within established procedures and practices.


• Works with a moderate degree of supervision.

Functional Knowledge

• Has developed skillset 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


• Follows standardized procedures and practices with moderate supervision and guidance.

Leadership

• Has no supervisory responsibilities.


• Manages own workload.

Problem Solving

• Uses existing procedures to solve standard problems without supervisory approval.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Logs all incident and service request details.


• Categorizes and prioritizes codes.


• Provides customer service resolution for operational and service-related incidents.


• Routes incidents and service requests that cannot be immediately handled.


• Manages requests and incident reports from customers.


• Determines which CIs are involved in the incident.


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


• Resolves or escalates incidents and requests, as needed.


• Updates 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.