Service Desk Agent 3

Purpose/Description

The Service Desk Agent 3 is the point of contact for internal and external users when there are service disruptions. The Service Desk provides a point of communication to the end user and a point of coordination for several IT groups and processes. The Service Desk role is distinct and separate from any other group within IT. This position is directly responsible for triaging alerts, incoming service request and troubleshooting technical events in direct support of our end users.

• Provide 1st (Level) on-site and remote hardware, software and network technical support to include technical guidance, software installations, and removals. Escalate unresolved incidents or problems to the appropriate service owner or service manager.
• Respond to requests and restore normal service to internal and external users based on established and approved service level objectives. Includes extended-hours on-call services.
• Responsible for all tickets/requests/calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated as necessary to defined Wayne County Service Desk standards using Wayne County Service Desk IT Service management Tool.
• Brief end users and/or management on the status of resolution efforts.
• Participate in technical and business-related projects and demonstrate the ability to follow standard ITIL processes.
• Ensure appropriate escalation procedures are followed to meet the stated goal of problem resolution.
• Maintain a log of any software or hardware problems detected.
• Contribute to knowledge management and documentation to ensure they are kept up to date.
• Compiles and maintains the list of FQAs where recommended solutions can made available for users to increase users ability to resolve incidents
• Identify potential users training requirements and provide knowledge management recommendations for training actions.
• Increase availability of users self-help capability, such as through providing FQA's and help documentation for common issues.
• Answer calls in a courteous manner, and maintain a "Customer is always right" attitude no matter the situation. Notify management if any customer is not satisfied with their service.
• Retain ownership of each call record from open to close, updating those call records periodically throughout the day as new information comes in.
• When attempting to close a call record, the technician must attempt to reach the customer at least 3 times using voicemail and/or email over a period of 5 business days. If the customer does not respond at the end of the 5th business day, the record may be closed, but noted in the record to ensure customer contact and satisfaction.
• Complete Service Requests [adds, moves, or changes] assigned to the Service Desk including (but not limited to) account creations, deletions, moves, Internet, network, and email access, generic email accounts, name changes, employee profiles.
• Respond to all inquiries in the callcntr@waynecounty.com mailbox within 8 business hours. Create TT's from customer's reporting issues. Those requesting service should be directed to the online Service Desk Portal.
• Thoroughly attempt to resolve each customer's issue; and if unable, dispatch to the appropriate next level support person/group within 10 minutes of termination of the call.
• The Wayne County tech line is for the use of Building Technicians, Third Party Vendors, and any IT personnel wishing to update an existing ticket or open a low priority ticket after hours. The tech line shall be answered by any available service desk personnel. The tech line voicemail shall be monitored by the technician on call for that week.
• Provide on call support in accordance with CBA and other applicable rules.

Educational and Experience Requirements

• Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline and one year of relevant technical experience working in an environment supporting 500 users or more in a capacity that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customer/client OR
• Associate's degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline and three years of relevant technical experience working in an environment supporting 500 users or more in a capacity that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customer/client OR
• Five years of relevant technical experience working in an environment supporting 500 users or more in a capacity that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customer/client.

(Preferred Certifications: ITIL v3 Foundations and CompTia A )