Arrange that your organization keeps peers, end users, suppliers, and leadership informed of trends, significant problems, unexpected delays, scheduled downtime or other changes that affects the computing environment.

More Uses of the Service Desk Toolkit:

  • Lead: order, configure and provision end user hardware and enterprise software and solutions (for new hires and existing staff).
  • Resolve workstation issues throughout your organization to maximize organization wide productivity and minimize system downtime.
  • Assure your organization receives, processes, and prioritizes support calls from users depending on the severity level and assign it to the appropriate resource.
  • Ensure you assist; respond to and resolve IT Service Desk incidents in a timely and appropriate manner while documenting the process.
  • Clarify and apply Service Desk policy and procedures and business practices to maintain consistent service levels.
  • Be certain that your organization maintains day to day Service Desk operations; accountable for overall adherence of defined SLAs, and all key performance indicators (KPIs) and metrics.
  • Systematize: design, test, implement, and support complex systems supporting your organizations critical business functions.
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
  • Direct: participation in IT infrastructure related operations (initial installation and configuration of IT equipment and networks) together with sofia IT infrastructure team.
  • Be accountable for researching and developing new and emerging technologies to achieve better overall system reliability and performance.
  • Standardize: interface with IT vendors and suppliers related to end user desktop support, procuring IT equipment and maintaining related processes.
  • Ensure there is adequate capacity in the infrastructure to meet current and future demands (leveraging Group IT operations team).
  • Analyze Service Desk activities and develop tools and process improvements to optimize service and staff performance.
  • Direct: cyber advisor provides employees opportunities for growth and learning while servicing a dynamic customer base.
  • Be accountable for providing data and developing strategies for improvement while making the Service Desk the IT service delivery channel.
  • Come and manage a team where you solve a wide array of technology tasks, build individual skill sets, and have a good time doing it.
  • Manage staff members to ensure the proper configuration and maintenance of existing and newly installed systems.
  • Initiate: work to solve problems and provide solutions that meet organization needs while upholding technology standards and architecture.
  • Be accountable for installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.
  • Be accountable for planning, developing, maintaining, and managing support for incident management tools, systems, procedures, and processes.
  • Interpret, clarify, account for and apply Service Desk policy and procedures and business practices to maintain consistent service levels.
  • Be accountable for facilitating continuous process improvement; recommending new and innovative approaches to improve service delivery or reduce costs.
  • Direct: partner with other leaders across your organization and champion the day to day operation, continuous improvement and governance of the lifecycle of IT service management.
  • Troubleshoot and resolve end user hardware, operating system, and software related problems, when possible from the Help Desk Supervisor.
  • Be accountable for setting up user accounts, giving adequate access permissions to users, and performing general IT and account access management.


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