Our Vision
To be the most technologically advanced city, by cultivating a collaborative environment where intentional actions drive innovative solutions, empowering our team and communities to be catalysts for positive change.
Responsibilities
The Service Desk is the front-line intake point for all things Technology Services. It handles all requests for service and deployments of technology equipment city-wide.
IT Service Desk & Operations responsibilities include:
Incident management
Responding to IT service disruptions to minimize their impact on the organization
Asset management
Tracking and reporting on the value and ownership of all assets throughout their life cycles
Knowledge management
Collecting, storing, and disseminating IT service desk knowledge; Assessing training needs: Collecting information on employee skillsets to determine what training is needed; Developing training manuals, class materials, and presentations
Change management
Ensuring that the prevalent processes and procedures are employed when making any changes or upgrades to IT infrastructure, software, and hardware
Problem management
Identifying and addressing the root causes of recurring incidents and problems; Provide effective solutions in a timely manner, up to including training for staff on new skills and leading educational courses
Request management
Handling the entire IT lifecycle, including ordering new hardware or software; Test, set-up training systems and equipment
Customer service
Ensuring a positive user experience through active listening, empathy, clear communication, and a commitment to resolving issues efficiently and professionally
Documentation and reporting
Recording, tracking, and writing notes for the help desk problem-solving process; Maintaining stats on training for reporting purposes