Service Desk Support Overview

Service Desk Support is responsible for the services and activities required to coordinate and respond to Incidents and Service Requests made by any agency, as further detailed in this SOW. The vendor will provide Service Desk staff during business hours that are accessible through a United States toll-free Service Desk single point of contact (SPOC).

Client has invested in the development of the ServiceNow system that is the underpinnings of the IT services. ServiceNow is the primary tool used by all agency to provide daily operational support. This toolset drives consistency and reinforces global processes among the teams. ServiceNow provides the functionality and business rules necessary to comply with ITIL best practices. Service Desk Trouble Tickets and Service Requests will be managed through the ServiceNow system and can be resolved by the Service Desk staff or may need to be assigned and/or escalated to more specialized entities for resolution.

The types of Incidents and Service Requests supported range from Incident notification to Incident closure, Service Desk Ticket closure, issuance, tracking, escalation, status reporting to End-User, and Resolution.

Service Area Calls to be handled by the Service Desk include:

· Infrastructure Incidents, including:

o Hardware

o Systems Software (i.e., operating systems, utilities)

· Applications Level 1 Incidents and “how to” support, including:

o Packaged (COTS) office productivity Software (e.g., Microsoft Office 365 suite)

· Password support, including:

· Resets

· Requests for account privilege change requests

· Requests for End-User account activation, suspension, and termination

· Service Desk shall be responsible for escalation to client Level 2 or 3 resources as required for the following types of Service Area Calls:

· Infrastructure services (e.g., cloud, Network WAN providers, SaaS)

· Third-Party applications (e.g., SAP)

· Custom Applications (e.g., CCPOR, ACCMS)

· client Application and Court Application interfaces (e.g., DMV, CLETS)

· Application external interfaces (e.g., Bank of America, county and state retirement entities, benefits administrators)

· Calls escalated to client Application support groups

The following are the services and objectives that are expected of the Service Desk:

General:

· Provide Service Desk support for business hours 7am to 6pm (PST) with an on-call rotation for off hours

· Maintain training materials for Service Desk personnel on business and technical environments

· Provide Level 1 assistance for Incidents and inquiries on the features, functions and usage of hardware, software, and Third-Party services

· Provide Service Desk agents that clearly communicate, are proficient in English, and are appropriately trained to meet the client requirements

· Perform operational planning for Service Desk capacity and performance purposes (e.g., capacity-based resource planning)

· Provide additional resources as needed during planned events and unplanned critical events (e.g., new services startup, extended outages)

· Issue broadcasts or other notices to provide detailed status updates as required for planned and unplanned events, including establishing and maintaining an as needed banner message on the toll-free number, which updates End-Users on known system or network outages

· Manage, maintain, and make available End-User facing documentation for supported hardware, software, and Third-Party services (e.g., “how to” self-support, user instructions, available functional training)

Call Management:

· Manage and proactively monitor a single point of contact (SPOC) solution including a toll-free phone number, web submission and monitored email

· Record and update Service Desk incidents and requests in Client ServiceNow

· Receive and provide first-level support end-user calls; route all other calls to appropriate groups for resolution based on knowledge base information

Ticket Management:

· Support an end-to-end incident handling ticket system within Service Desk

· Provide and train on procedures to manage incidents and service request calls

· Categorize, prioritize, and log all IT incidents

· Proactively monitor service relating incidents and provide status to callers

· Monitor automated system ticket creation integration with other incident management systems

· Proactively provide communication with other groups for all tickets as needed

· Coordinate Problem and Incident Management Services, including those involving Third Parties

· Enact, maintain, and enhance the Incident workflow, escalation, communication, and reporting (Incident Management process)

· Manage the lifecycle for Problems and Incidents in scope

· Ensure Problem and Incident resolution conform to defined procedures

· Determine the impact of an incident to assess priority and criticality, as well as provide necessary communication

· Conduct proactive trend analysis on high priority incidents

· Track and provide reporting on high priority incidents

· Recommend solutions in scope to address recurring problems

End-User Administration:

· Perform end-user account creations and modifications in accordance with security policies

· Receive, track and process requests for End-User account activation, changes, and terminations

· Communicate and coordinate with other areas to manage end-user account administration

· Perform password resets/unlocks as required in accordance with security policies

· Coordinate with Client and third-party vendors for multi-level support coordination

Minimum Job Specific Skills/Qualifications Required

· 5+ years of experience with large Service Desk operations

· 5+ years of experience with ITIL compliance and practices

· 5+ years of experience providing service delivery for Service Desk operations

· Experience supporting users remotely and onsite in an enterprise environment

· Exceptional customer service focus

· Ability to triage incoming requests and escalate as needed

· Ability to follow documented processes, procedures, and policies

· Ensure a high level of user satisfaction

· Excellent communication skills

· Fluent in Microsoft Office suite, Windows 10, and Teams

· Works well independently and within a team

· Establish and maintain effective working relationships

· Experience utilizing ServiceNow for Incident, Problem and Change Management

Job Types: Contract, Full-time

Pay: $25.00 - $30.13 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• San Francisco, CA 94102: Reliably commute or planning to relocate before starting work (Required)

Experience:

• large Service Desk operations: 1 year (Required)
• ITIL compliance and practices: 1 year (Required)

Work Location: In person

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