IT Service Desk and Deskside Support Assistant  

Under the supervision of the IT Service Desk Lead, IT Service Desk and Deskside Support Assistant serves as the first point of contact for end-user support and for reporting service requests and incidents. The position also provides technology-based deskside system support for all client computing needs.

Main Duties and Responsibilities
I. Service Desk Operations

• Logs, classifies, and encodes the incidents or service requests on the ITSM ticketing tool, ensuring that ticket requests are worked on in compliance with the Service Level Agreements.
• Attends to all end-user requests with accurate and appropriate information in a timely manner, monitoring all service requests and incidents until their resolution.
• Registers incidents and service requests into the Incident Management Database.
• Analyzes customer requests for correct classification and provides first-level technical support and resolution.
• Routes service requests to support groups when incidents are not closed.
• Assists in the preparation of staff schedules to ensure the service desk is staffed appropriately to cover all hours of operations.
• Assists the IT Service Desk Lead in attending to the day-to-day operational requirements of the Section.
• Prepares periodic and ad hoc reports required by the management team.

II. Incident Management

• Resolves and recovers incidents not assigned to second-line support.
• Keeps affected partners informed about the progress.
• Resolves or escalates incidents and requests in line with established service level agreements.
• Escalates the process as necessary per established escalation policies.
• Logs and records all reported incidents into the Incident Management Database.
• Monitors the status and progress towards the resolution of assigned incidents.
• Updates from the Service Desk regarding incident progress
• Analyzes incident trends and creates knowledge database for known errors.

III. Technical Assistance and Support

• Attends to Video Conferencing Events, Live Streaming, and Video Conferencing Shared Services requirements.
• Guides users on how to use the Learning Management System and other productivity tools (e.g., Google Suite, Microsoft Office, other Software as a Service [SaaS], etc.).
• Familiarizes the technical manuals of the different IT assets managed by the university.
• Provides technical assistance and support by guiding users on how to investigate and conduct basic IT diagnostics as a first-level response to resolving their IT problems (e.g., login problems, software errors, and hardware malfunctions).
• Regularly documents technical issues, resolutions, and support provided, and creates user manuals or guides for commonly asked questions and resolved issues.
• Updates the asset inventory and reflects all the related incidents and changes made to the asset.

IV. Performs other work-related tasks as may be required by the immediate supervisor and authorized representatives.

Knowledge, Skills, and Abilities

• Excellent Verbal, Written and Interpersonal Skills: Ability to communicate tactfully and sensitively with all types of personalities and predispositions, utilizing different media directed at different audiences and stakeholders.
• Team Communication and Coordination: Ability to proactively coordinate, mediate, and manage actions in relation to IT Teams.
• Planning: Ability to effectively plan and coordinate the delivery of required outcomes\ according to importance and urgency; keen attention to details
• Ticket/Issue Management: Ability to manage tickets and records, take minutes and documentation, and keep matters confidential.
• Data Analysis: Ability to organize and analyze data, prepare summaries and reports, maintain databases, and keep files secure.
• Service Orientation: Actively looking for ways to help people; Ability to relate with clients, be well-pleasing, warm, patient, and respectful in dealing with people.
• Technological Savvy: Has a broad understanding of all standard enterprise office and internet technologies to effectively support the client’s technical needs; Comfortable with exploring new technologies.
• End User Computing: Knowledgeable with video/web conferencing tools, desktop virtualization, end-point protection, image management, software
• Work Prioritization: Capacity to know what is more urgent and more important in a particular period given that all tasks in the office are important and urgent.
• Service Orientation: Actively looking for ways to help people; Ability to relate to clients, well-pleasing, warm, patient, and respectful in dealing with people.
• Strong Problem Solving and Multitasking Skills: Ability to identify issues quickly and effectively, analyze possible solutions, and recommend the best course of action for an issue.

Education and Experience Requirements

• Bachelor's degree in Information Technology, Engineering, or other related fields
• At least 3 years of work experience in IT service management or a similar role
• Has background or knowledge in ITIL
• Work experience in IT systems and software