IT Help Desk Support

1. Service Desk Operations

Develop, co-ordinate and implement processes and procedures to achieve optimal team workflow

• Manage  the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
• Implement ticket handling and escalation policies and procedures
• Implement  workflow processes

2. Manage incidents and service requests

Achieve increased productivity and minimize disruptions through quick resolution of user queries and incidents

• Manage incidents and requests
• Provide  support for the Service Desk during high severity incidents
• Provide communication to internal users in preparation for planned work and unplanned outages
• Ensure processes are carried out in accordance with agreed standards or procedures:
  • Record, classify and prioritize requests and incidents
  • Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.
  • Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/resolved and then close.

3. Contribute to Service Improvement

Create improved outcomes, increased confidence and trust in ICT and effective use of resources.

• Raising Service Desk Team observations and recommendations to the Service Delivery Manager regarding:

o Identification of problems or recurring incidents

o Identification of trends in incidents and services requests logged and input for consideration as projects, upgrades, or problem management

• Provide reporting on call volumes and incident trending within the Service Desk and wider IT Team. 
• Contribute to Service Level reporting to Management.
• Implement service improvement ideas.
• Contribute and encourage the development of information into the ICT knowledge base to better support the ICT Team.