4645 – IT Service Desk

Service Desk functions:

– Triage tickets that arrive via Jira, phone, voicemail and email; provide support for walk-up customers

– Troubleshoot and resolve tickets where possible (Tier 1); escalate where Tier 2/3 support is needed

– Minimize number of reopened tickets 4.  Follow Service Desk SOPs and processes

Types of tickets:

– Password resets, support for multi-factor authentication

– User account permissions

– Troubleshooting issues with software, devices, software and hardware

– Issuing consumable-type hardware

Customer Focused:

– Provide excellent customer service to IT’s customers, model best practice in customer engagement for other IT staff.*

* Demonstrating understanding of the impact of the problem on the customer’s work.

*Using language appropriate to the customer’s level of familiarity with IT.

*Communicating using methods appropriate to the customer

*Showing empathy

*Taking accountability (not always responsibility) as the face of IT support

– Establish and maintain effective working relationships with key stakeholders (i.e. teams/staff that raise a lot of tickets or raise tickets on behalf of other staff)

Improvement Focused:

– Identify and support implementation of improvements to IT service management in a way that supports the IT Service Desk, other IT teams and our customers

– Identification of trends/patterns indicating areas for improvement within the IT Service Desk or across IT

– Create and maintain Service Desk documentation

TriMet supports about 3500 staff, the majority of which are front line bus or Max operators, mechanics and service workers who have few interactions with IT but often need more support when they do.  They use Jira (part of the Atlassian suite) for service management. They are a Microsoft shop and in the process of migrating to M365. They have a lot of home-grown applications as well as off the shelf solutions that they support.  Their Service Desk is just over 2 years old – so they are still growing their maturity, and they’re looking for someone who can contribute to that.