IT Service Desk Associate III

<br><p><strong>Job Track Description:</strong></p> <ul> <li>Performs tasks based on established procedures.</li> <li>Uses data organizing and coordination skills to perform business support or technical work.</li> <li>Requires vocational training, certifications, licensures, or equivalent experience.</li> </ul> <p><strong>General Profile</strong></p> <ul> <li>Proficiency within a range of analytical or operational processes.</li> <li>Completes atypical assignments.</li> <li>Works within established procedures and practices.</li> <li>May establish the appropriate approach for new assignments.</li> <li>Acts as a resource for colleagues.</li> <li>Completes work with limited supervision.</li> </ul> <p><strong>Functional Knowledge</strong></p> <ul> <li>Has developed skills in a range of processes, procedures, and systems.</li> </ul> <p><strong>Business Expertise</strong></p> <ul> <li>Understanding of how teams integrate and work best together to support the achievement of company goals.</li> </ul> <p><strong>Impact</strong></p> <ul> <li>Impacts a team, by example, through the quality service and information provided</li> <li>Uses discretion to change work procedures and practices.</li> </ul> <p><strong>Leadership</strong></p> <ul> <li>May provide guidance and support to junior team members.</li> </ul> <p><strong>Problem Solving</strong></p> <ul> <li>Provides solutions to atypical problems based on existing precedents or procedures.</li> </ul> <p><strong>Interpersonal Skills</strong></p> <ul> <li>Exchanges information and ideas effectively.</li> </ul> <p><strong>Responsibility Statements</strong></p> <ul> <li>Logs all incident/service request details.</li> <li>Categorizes and prioritizes codes.</li> <li>Provides customer service and first-level technical resolution for operational and service-related incidents.</li> <li>Routes service requests that cannot be resolved.</li> <li>Consults with a team of analysts and specialists.</li> <li>Handles requests and incident reports from customers and end-users.</li> <li>Maintains high levels of satisfaction with IT services.</li> <li>Determines which Configuration Items (CI) are involved in the incident.</li> <li>Delivers courteous services and is responsible for end-user requests.</li> <li>Resolves or escalates requests in line with established service level targets.</li> <li>Assesses escalations on behalf of the customer.</li> <li>Provides feedback on intelligence gained through customer interactions.</li> <li>Produces and validates all incident information.</li> <li>Obtains additional information from the requester and end-users.</li> <li>Ensures that incidents are resolved and closed.</li> <li>Performs other duties as assigned.</li> <li>Complies with all policies and standards.</li> </ul><br>