Service Desk Staff

Profile title

Service desk

Summary statement

Acts as first point of contact, record, analyse and attempt to resolve incidents and service requests or escalate to second line support.

Mission/general skills description

Provides first-line telephone or e-mail or web portal support to internal and external data centre clients with technical issues, questions, access requests or incidents. Provides user support and troubleshoot ICT/data centre problems and issues. Primary objective is to enable clients to maximize their productivity and business through efficient use of their data centre services, ICT equipment, connectivity and software. Has vendor specific installation knowledge and general data centre knowledge.

Deliverables

Accountable

Responsible

Contributor

• Timely reception and handling of incidents and queries
   

• First level support
• Data centre access requests

• Solved incidents
   

Main task/s

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Support external (outbound) communication (e.g. Major changes, calamities, etc.)
• Monitor issues from start to resolution
• Escalate unsolved problems to higher levels of support or data centre management

DC-Competence

(From DCCF^©)

C.1. Service Delivery

Level 1

C.3. User Support

Level 2

C.3. Problem Management

Level 2

KPI area

Responsiveness and accuracy of solution provision for questions and specific problems

EPI-DC Framework^© Disciplines

• ICT Infrastructure

EPI courses

Required;

• DCFC
• CITO

Added value;

• CDFOS