Service Desk Specialist - Late Shift

Job Summary

The Service Desk Specialist is responsible for providing technical support of the WCB’s personal computing, telephony, and networking applications, services and technologies. They provide service to internal staff of the WCB and customers accessing WCB online applications within the Service Desk unit's scope of work.

Job Duties

• Service Operation
  • Incident Management - First Level Support
    • Incident acceptance, recording, and classification in the incident recording application, and resolution.
    • Incident escalation to second level support for investigation and diagnosis as needed.
  • Request Fulfillment
    • Request Fulfillment acceptance and recording in the fulfillment recording application.
  • Access Management
    • Grants, modifies and revokes access to data and applications for internal/externals users.
  • Problem Management