EMPLOYEE CORE RESPONSIBILITIES

Describes the core day-to-day actions, tasks and duties accountable at all job levels.

• Acts as the first and single point of contact for IT clients in the organization in all matters related to the IT area, building trust and a professional image of IT services provided by the IT organizational unit.
• Communicates with Service Desk Customers via formal and dedicated communication channels: email, chat and phone.
• Takes action in relation to problems reported by Service Desk Clients, including collecting, analyzing and recording information about a reported problem in the ITSM application, and attempts to solve the problem using given authorizations in IT systems and information stored in the ITSM Knowledge Base.
• Remains in contact with Service Desk clients in the field of matters reported by them and managed by the Service Desk unit, including collecting and providing information about problems, clarifying doubts, making modifications on clients' workstations or providing advice to users of IT systems and applications.
• Takes care of the correct transfer of Service Desk customers' tickets to the next support lines or task groups within IT when the solution of problems is beyond the capabilities of the Service Desk organizational unit, after prior collection and analysis of case data and possible unsuccessful attempts to solve them at the SD level.
• Preforms an informative and intermediary role between Service Desk Clients and other IT organizational units in matters that go beyond the scope of responsibility or competence of the Service Desk unit.
• Maintains and manages the documentation of cases reported by Clients to the Service Desk, ensuring that the information about a given case is up-to-date, complete and consistent in the ITSM tool and its relevant components.