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JOB RESPONSIBILITIES of Entry Level Help Desk
Service Desk (Tier 1) staff shall diagnose, receive, deploy, and track the status of service applications for guidance regarding any service the USGS has (IT-related and Non-IT Related) via the provided Service Desk support management instrument (currently Remedy). The Service Desk will follow Information Technology Framework Library (ITIL), Knowledge-Centred Support (KCS), HDI best practices, and established procedures and processes.
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Make administration demands and accurately classify and focus on submitted demands in light of a given evaluation scale.
• Oversee administration demand lines for all help groups
• Following calls and administration demands, including noting telephone in something like 30 seconds 90% of the time
• Entry level Help Desk Investigating episodes and issues
• Recognizing and reporting issue solution(s)
• Following the Information Focused Help (KCS) strategy
• Following the Absolute Contact Proprietorship strategy
• Speaking with great client support abilities
• Setting/Following difficulty calls to other specialist organizations
• Making, changing, or deactivating client accounts
• Create and keep up with functional and information the executive’s documentation in the Assistance Work area Level 1 record the board framework.
• Answer every appointed call and message altogether or earnestness and time. Closeout doled out calls inside a predefined period and circled back to clients to guarantee the client was 100 percent fulfilled.
Qualifications of Entry Level Help Desk
- One year of help desk supports Proficiency.
- Proficiencies must include working with Microsoft Windows 7/10, Apple/iOS, and Android devices, and Proficiency using Mail, O365 Mail, Calendar, and OneDrive.
- Entry-level help desk must have Excellent written and oral communication skills and the potential to talk to anyone around an organization.
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