Service Desk – JD:
Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following:
- Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
- Tracking and classifying incoming incidents or service requests, attempting initially solutions.
- Provides initial assessment of categorization and prioritization for reported Incidents and
- Service Requests and provides initial support, targeting a higher level of first contact resolution
- Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
- Perform hierarchical escalation to Service Desk Management and Incident Management
- Provide communication to end users concerning the status of Incidents, Service Requests, and Changes