Role and Responsibilities Our Federal Government client requires a
Service Desk Integrator to organize, plan, Analyze, Evaluate requirements with team and project authorities.
They will be responsible to:
- Problem Analysis - Develop a consolidated list of all current and past user issues and categorize them according to appropriate criteria
- Triage Problems - Analyze and prioritize the list of user issues and then assign each issue to the appropriate stakeholder for resolution. Follow-up with stakeholders to ensure responses are received within assigned timeframes
- Communicate Status of Problem Resolution - Publish the responses to the user community in a format that is easy to search and understand the response or resolution to each issue.
- Standardize Service Desk Supporting Processes - Create a method to continually update the list of issues as new issues arise and system changes/fixes are made that may change the resolution or response.
Qualifications and Experience - College diploma or university degree from an officially recognized education institution in computer science, information technology or information management.
- valid Information Technology Infrastructure Library (ITIL) Foundations Certification.
- 7 years of experience as Service Desk Integrator
- Providing service desk that supports the following service desk support options: Self Service, FAQs, Live Chat, Phone, Email, and Web Form Request
