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.