ITSS

Nature of tasks

• Service desk agent, incident agent and analyst, problem agent and analyst

• Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate

• First and second-line support: remote and on-site support

• Recording & tracking incident and request information

• Recording & tracking Problem information

• Participating in reconfiguration/installation of PC environment

• Documenting operational support procedures

• Drafting technical content for knowledge database

• IT support specialist must be able to perform all tasks of a service desk operator

• Testing and administration of applications

• Liaising with system administration and database administration for execution of administration tasks

• ITSS may be asked to fulfil SDO tasks and vice-versa ...