Sr. Service Desk Analyst
Posted on :
29-11-2022
Employer Active
1 Vacancy
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Job Description
Req ID : 1774281
The Client seeks the services of one (1) full-time position of Technology Help Desk Coordinator with the their IT Service Desk unit of the Information Technology office (JCIT).
The Technology Help Desk Coordinator investigates and diagnoses technical incidents by undertaking an immediate effort to restore a failed IT service for the 875+ of their staff based in San Francisco and Sacramento. Through the ServiceNow call management system, issues are tracked, maintained, monitored, and communicated to the various end users. Using established procedures and processes, this position grants access controls so their staff can use their desktop hardware and software effectively and it provides documentation and training to ensure a positive and efficient customer experience.
The Technology Help Desk Coordinator investigates and diagnoses technical incidents by undertaking an immediate effort to restore a failed IT service for the 875+ of their staff based in San Francisco and Sacramento. Through the ServiceNow call management system, issues are tracked, maintained, monitored, and communicated to the various end users. Using established procedures and processes, this position grants access controls so their staff can use their desktop hardware and software effectively and it provides documentation and training to ensure a positive and efficient customer experience.
Start Date of Assignment:
01/03/2023
Term (including any Option Terms):
Maximum Hours Per Term
Initial Term:
01/03/2023 to 12/31/2023
1968
1st Option Term:
01/01/2024 to 12/31/2024
1984
2nd Option Term:
01/01/2025 to 12/31/2025
1976
Estimated Interview Window Timeframe for Top-Rated Candidates:
12/12/2022 12/16/2022
Interview Location:
Interviews will be conducted via phone or via Microsoft Teams.
Candidates shall demonstrate a proven track-record in:
- Creating, updating, triaging and categorizing incoming end user technical issues for escalation if cannot be resolved directly.
- Confirming priority, sense of urgency and impact of unassigned calls.
- Facilitating communication between application users, the Service Desk staff, third-party vendors and JC IT technical support teams to prioritize and track incidents.
- Administering and tracking Office 365, Active Directory, and other user accounts.
- Offering suggestions and information to team members as part of a dynamic problem-solving group and seeking and receiving the same from others.
- Creating instructions and tip sheets for program installation sequences.
- Acting as liaison between end users and higher-level support.
- Performing troubleshooting, repairs, and data restoration.
- Maintaining licenses and upgrade schedules.
- Evaluating and recommending software purchases to JC IT management.
- Collaborating with other professionals to maintain standards and functionality.
Additional Skills/Qualifications Desired for each Classification:
- Experience supporting users remotely and onsite at multiple sites, in an enterprise environment
- Accurately receive and process a high volume of calls and emails in a contact center environment
- Ability to exercise tact and diplomacy
- Ability to follow standard policies and procedures
- Fluent in Microsoft Office Suite (MS-Excel, MS-Word, Exchange, MS Project, MS-Visio and MS-PowerPoint) and familiar with the basics of Microsoft Windows 10 and Office 365
- Ability to organize, prioritize and coordinate own work activities to meet critical deadlines
- Communicate effectively in English, orally and in writing
- Ability to provide exemplary customer service and empathy for non-technical users
- Establish and maintain effective working relationships with team members and agency staff
- Work well both independently and in team environments
- Ensure a high level of user satisfaction with every interface
Description of Tasks and Responsibilities for each Classification
Investigate and diagnose technical incidents by undertaking an immediate effort to restore a failed IT service for the 875+ Judicial Council staff.
- Frequently check the ServiceNow Incident Management system for incoming service desk requests; record and classify received incidents, then evaluate and route them.
- Log all relevant incident/service details, allocating categorization and prioritization codes to assist with call workload distribution and assignment.
- Provide Level 2 customer-centered technical support for the JCC operating environment, including supported hardware, Microsoft Office/Outlook/O365 and other business applications, and peripheral devices.
- Associate incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Verify resolution with end users and resolve incidents in ITSM tools (ServiceNow).
- Escalate major incidents to the appropriate IT management within recommended guidelines
Maintain, monitor, and communicate IT-related updates and notifications as the primary point-of-contact for the 875+ Judicial Council staff and associated justice partners within the California Judicial Branch.
- Carry out proper tracking of service requests and ensure resolutions are documented in the ticketing system
- Alert users via email, web or message boards (i.e., listserv, Microsoft Teams, chat, etc.) that a service is experiencing some type of outage or degraded performance.
- Keep end users informed of progress and include their management as appropriate.
- Update the inventory records to track asset and configuration information for desktop hardware and associated software.
- Confirm information in ServiceNow incidents and requests contains last action taken, the current point of contact, a log of discussions between the computer support staff, and if need be, between senior technical analysts and IT management.
Establish repeatable and consistent access controls that are managed and reviewed based on business and security requirements for the JCC current operating environment.
- Grant access and authentication credentials to new users after verifying risk level and access needed.
- Obtain authorization from the file/system owner for the end user to access information or service within the network file system.
- Update documentation on password management requirements
- Periodically, check for and remove redundant user IDs and accounts
- Immediately remove access rights of users who have changed jobs or left the organization.
- Troubleshoots connectivity issues including password resets, file access permissions and remote access
- Troubleshoots email problems, including spam filtering and virus checks
Researches, evaluates and documents current technical topics for training and education of JCC 875+ staff and associated justice partners that are part of the JCC network environment for new technology and product upgrades.
- Plans, designs and prepares agency communication for product rollout and implementation.
- Reviews and analyzes existing assigned applications; discusses, reviews and documents changes and communicates prior to deployment
- Provides orientation and guidance to new JCC staff on ServiceDesk process and services
- Trains internal JCC users and/or external justice partners in assigned areas
- Serves as subject matter expert in assigned productivity software applications Researches and recommends solutions for existing software or proposes new solutions via documenting and publishing tip sheets.
- Creates detailed documentation for end users with clear instructions and screenshots for use with new or upgraded applications.
Ensures a positive and welcoming customer support experience by developing strong business relationships and trust with JCC staff and associated partners within the Judicial branch.
- Develops, documents, and formalizes workflow process through the use of online forms, both for internal and for cross-divisional projects
- Creates, maintains and updates manuals documenting technical and operational procedures, including identifying best practices
- Researches technical products and recommends software and hardware purchases.
- Makes recommendations to management on how to approach technical issues, especially if software is non-compliant
Employment Type
Full Time
Key Skills
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