MemorialCare’s Service Desk is responsible for providing first tier support to all end-users of the enterprise. Because the Service Desk is the end-user’s first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System. Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution. First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise. Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.
Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue. Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation. Additionally, when new systems, functions or features are made available or are in use by the end-user community, the Service Desk must have documentation that describes the change and the support process and resources assigned to it. This ensures the proper handling of issues and questions when users request assistance through the Service Desk and Information Services as a whole.
The Service Desk has the best handle on an issue in terms of the level of scope because of the monitoring of end-user communication received throughout the various areas of the organization. As such, Service Desk staff are relied upon to provide details related to incident management regarding overall impact of issue, the nature of the issue, and whether recovery attempts are successful. Staff are expected to gather information, summarize, and work with leadership to communicate updates as needed to the end-user community so that appropriate planning for downtime or systems interruption can occur. They work within the incident management process with the goal of restoring services as soon as possible with the appropriate parties.
The Service Desk Lead provides leadership and support to the overall Service Desk staff. Their primary role is to manage the team’s daily operations, ensure resolution and response times are within established Service Level Agreements (SLAs) and monitors the qualitative aspects of service delivery aligning all with MemorialCare values. The Service Desk Lead trains and leads the team towards a consistent and repeatable, excellent end-user experience, which includes resolving potential or actual technical issues, troubleshooting software packages, hardware devices, and other peripherals. In terms of end-user requests, the Service Desk Lead continuously assesses and optimizes team performance, documentation and proper handling of telephone, email, or in-person incidents, requests, and other like tasks. They perform standard leadership duties such as staff training and development, preparing training programs, performance monitoring, as well as providing input regarding new hires, transfers, and terminations. The Service Desk Lead designs, creates, and analyzes metric reports to illustrate and monitor Service Desk performance and continuously tracks Key Performance Indicators (KPIs) for improvements or needed adjustments. The Service Desk Lead acts as a liaison and facilitator between staff and upper leadership, between Information Technology staff and the end-user community, and is an advocate and outspoken voice for the Service Desk function.
Essential Functions and Responsibilities of the Job
Manage day-to-day planning, scheduling, operations, and problem-solving
Develop, train, and coach the team and individuals to ensure consistently in performance. Monitor individual performance
Produce queue status and metrics reports to track and provide status reports
Serve as the front-line for staff issues. Gather information and participates in annual reviews
Assist in managing and leading Service Desk functions through the most complicated, widespread, and escalated incidents. Engage various resources to resolve incidents that are beyond the scope of his/her ability
Function as the service desk escalation point for investigation, troubleshooting, and for the resolution of reported incidents
Facilitate and participate in system and application testing
Lead service desk related projects and conduct standardized training sessions
Monitor the overall performance of the Service Desk proactively and refines processes and procedures to continuously improve the quality and level of service provided to end users
Maintain keen awareness of department Key Performance Indicators (KPIs) and is included in higher level discussions to provide insight, recommendations, data and analysis for optimization and change
Mentor service desk staff through training and in-service. Help and guide junior level Service Desk resources. Utilize advanced technical skills to analyze and resolve technical issues and tasks escalated by junior resources
Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems
Be at work and be on time
Follow company policies, procedures and directives