Service Desk Lead

Dear Candidate,

Service Desk L2 Lead

GRADE/ ROLE/ SALARY

Analyst would be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which 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
• Compiles data through Incident entry that will be used for management information and reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly