Overview
The Service Desk shall be a Level 1 IT service desk for the organization shall conduct the following scope of services under the said Service desk.
● KMD Hardware Support
● Password/Access Requests
● KMD Application Support
● Ticket Management via Halo ITSM
● Incident Management and Request Management
● Escalation Management
● Team Communications via Teams / Email
● Each Service Desk Agent shall contribute at least one knowledge base article per month, either by creating a new article or updating an existing one.
L1 Service Desk Agents - Tasks
● Resolves technical problems and answers queries by telephone or self-service ticket in support of internal customers, software, network, system/application access.
● Diagnoses, identifies, isolates, and analyses problems utilizing records.
● Route calls to Level Two (2) support, application, or system support specialists were needed and to also report major incidents.
● Liaises with KMD Brands’ employees' operations department to address the issues pertaining to the applications outlined.
● Follows a communication plan to report issues and resolutions to affected stakeholders.
● Maintains knowledgebase up to date where applicable.