OSI Project Management Workgroup

OSI – Project Management Workgroup

HELP DESK ANALYST(S)

ROLE:

The Level I Help Desk Analyst is responsible for direct support of users contacting the Help Desk for assistance with either Service Requests or Help Desk as defined in the <Insert Process Name> Process and in accordance with the Help Desk Procedures.

The Level II Help Desk Network Analyst is responsible for direct support of users contacting the Help Desk for assistance with Service Requests or Help Desk tickets as defined in the <Insert Process Name> Process, and in accordance with the Help Desk Procedures. In addition, they will accept Help Desk tickets escalated to them by a Level I Help Desk Analyst, specific to the Network service.

The Level II Help Desk Voice Analyst is responsible for direct support of users contacting the Help Desk for assistance with Service Requests or Help Desk Tickets as defined in the <Insert Process Name> Process, and in accordance with the Help Desk Procedures. In addition, they will accept Help Desk tickets escalated to them by a Level I Help Desk Analyst, specific to the Voice service.

LEVEL I

Help Desk Analyst

·  (Receives) calls, emails and web-tickets for end users and other Agency Help Desks / Help Desks, and create Help Desk tickets, logging all pertinent information.

·  (Validates) configurable items to the degree of Configuration Management Control.

·  (Provides) initial assessment of categorization and prioritization for reported Help Desk and help desk requests and provides initial support, targeting a higher level of first contact resolution.

·  (Ensures) Help Desk tickets and service requests are properly escalated and assigned to appropriate support groups.

·  (Raises) Requests for Change (RFCs) if required to facilitate incident resolution (workaround).

·  (Performs) hierarchical escalation to Help Desk Management.

·  (Provides) communication to end users concerning the status of Help Desk tickets, Service Requests, and changes.

·  (Compiles) data through incident entry that will be used for management information and reporting.

·  (Maintains) ownership of Help Desk, ensuring status update and resolution according to SLAs.

·  (Prepares) and submit RFCs for end users and customers.

·  (Provides) input to Help Desk Management regarding continuous improvement opportunities.

·  (Attends) and receive all required training.

LEVEL II (Network)

Help Desk Analyst

·  Performs Help Desk Level 1 Analyst activities in support of high-call volume periods, and as otherwise instructed by the Help Desk Manager or Team Lead.

·  Receives Network related Help Desk and Service Requests escalated from Level 1 Analysts to provide higher level / focused technical support for end users.

·  Raises Requests for Change (RFCs) if required to facilitate the incident resolution (workaround).

·  Performs hierarchical escalation to Help Desk Management.

·  Provides communication to end users concerning the status of Help Desk, Service Requests, changes (RFC) and Schedule of Changes (SC).

·  Submits RFCs for users and Standard and Emergency RFCs for technical support.

·  Compiles data through incident entry that will be used for management information and reporting.

·  Maintains ownership of Help Desk, ensuring status update and resolution according to SLAs.

·  Prepares and submit RFCs for end users and customers.

·  Provides input to Help Desk Management regarding Continuous Improvement opportunities.

·  Mentors and assists in providing training for Level 1 Help Desk Analysts relating to Network services.

·  Attend and receive required training.

LEVEL II (Voice)

Help Desk Analyst

·  (Performs) Help Desk Level 1 Analyst activities in support of high-call volume periods, and as otherwise instructed by the Help Desk Manager or Team Lead.

·  Receives Voice related Help Desk and Service Requests escalated from Level 1 Analysts to provide higher level / focused technical support for end users.

·  Raises Requests for Change (RFCs) if required to facilitate the incident resolution (workaround).

·  Perform hierarchical escalation to Help Desk Management.

·  Provides communication to end users concerning the status of Help Desk, Service Requests,

·  Changes (RFC) and Schedule of Changes (SC).

·  Submit RFCs for users and Standard and Emergency RFCs for technical support.

·  Compiles data through Incident entry that will be used for management information and reporting.

·  Maintains ownership of Help Desk, ensuring status update and resolution according to SLAs.

·  Prepare and submit RFCs for end users and customers.

·  Provide input to Help Desk Management regarding continuous improvement opportunities.

·  Mentors and assists in providing training for Level 1 Help Desk Analysts relating to voice services.

·  Attend and receive required training.