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Service Desk

City of Virginia Beach Organizational Mission & Values

The City of Virginia Beach exists to enhance the economic, educational, social and physical quality of the

community and provide sustainable municipal services which are valued by its citizens. The City of

Virginia Beach organization is based upon a belief in the democratic process of government. This belief

provides meaningful ways for citizens, reflecting the diversity of our City, to contribute to the

development of public policy. This process is enhanced by organizational values which guide member

performance within the Virginia Beach Quality Service System. These Values define our desired

• organizational culture. We value quality customer service; teamwork; leadership and learning; integrity;

commitment; and inclusion and diversity.

Class Summary

Serve as a frontline technical specialist assigned to the IT Service Desk; provide technical advice and

assistance to subordinate Specialists in resolving client calls, and may directly respond to client calls.

When a client call cannot be quickly resolved by the incumbent, the call may be assigned to another

Specialist according to the technical specialty required, or elevated to the correct support group. In

addition to the direct support responsibilities outlined above, maintain the content of the technical

information databases used by the Service Desk and may provide support for standard operational and

management reporting needs as required. May also supervise subordinate staff according to their

technical specialty and may provide technical training to clients and Support Center personnel, and be

assigned various project responsibilities. Troubleshoot customer technical incidents in a remote support

environment and provide limited desktop support to clients to assist in resolving and / or analyzing

reported incidents.

Representative Work Functions and Responsibilities

Provide an advanced level of technical support through first-level resolution of reported incidents and

service requests based on specific technical expertise.

Serve as a member of the IT Service Desk and assist subordinate Specialists and other technical support

groups in resolving client calls, incidents, and service tickets as assigned within targeted service level

objectives.

Elevate complex and / or high priority incidents and service requests to the appropriate support groups

for resolution.

Maintain the technical information databases (knowledge base) used by the Service Desk.

Develop and deliver technical training to the Service Desk staff and, when appropriate, to designated

client groups.

Manage specific individual projects as assigned; may also be periodically assigned to work as a resource

on a IT-managed Project Team and / or to serve as a subject matter expert for IT-managed Projects.

May be assigned as a supervisor to subordinate staff according to technical specialty; may perform the

functions of the Service Desk Manger or designee when required.

Perform other job duties requiring skills, knowledge and physical requirements as demanded by those

duties described or less. Individual assignments will be determined by the supervisor based on then

current workloads and department needs.

Performance Standards

Monitor and confirm accuracy of solutions provided to complex technical incidents and service requests

assigned to the Service Desk. Utilize analytical and problem solving skills in the areas of research,

analysis and recommendations for workarounds for technical issues. Provide exceptional

communication skills demonstrated through clear written and verbal support to clients, interpreting a

variety of instructions, professional speaking voice on the phone, effectively delivering clear messages,

and writing professional documents in all types of correspondence ( memorandum, e-mail, instant

messaging, letter, etc.) with communication of information to appropriate persons. Excellent reasoning

ability demonstrated through effective interpersonal skills, prioritizing tasks in a fast-paced work

environment, working effectively under pressure, setting personal deadlines, and utilizing effective time

management skills. Performance capability in providing accurate call recording, analysis, assignment

and / or routing to help restore service within the Service Desk's targeted service level metrics.

Adherence to timely elevation of complex and / or high priority service tickets to the appropriate support

groups as required. Accuracy and timeliness of updates made to technical information databases

knowledge base) for Service Desk Specialists. Prepare and coordinate custom training sessions for

Service Desk staff and client groups as required. Provide subject matter expertise, analysis and project

management support for Service Desk operating projects and IT-managed projects. Review and analyze

operational and management reports to ensure adherence to established performance metrics and to

provide recommendations for continual process improvement.

Minimum Qualifications

Any combination of education and experience (above the high school level) equivalent to a minimum of

four () years in fields utilizing the required knowledge, skills and abilities; or any equivalent

combination of experience and training which provides the required knowledge, skills, and abilities.

Must have, or obtain, a current and valid Virginia or North Carolina driver's license in accordance with

Virginia or North Carolina DMV driver's license eligibility requirements.

Preferred Qualifications

Recent work experience within a Technical Call Center / Support Center / Help Desk in a job role

equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk

Technician or Tier / Level Support.

Special Requirements

All employees may be expected to work hours in excess of their normally scheduled hours in response to

short-term department needs and / or City-wide emergencies.

Positions within this class have been designated as Alpha I positions requiring employees to work during

inclement weather, regardless of the City's operational status.

Knowledge-Skills-Abilities Required to Perform Satisfactorily

A. Knowledge

a. Knowledge of industry best practices and standards for an IT Support Center Specialist

b. Knowledge of call center technologies used within an IT Support Center / Service Desk.

c. Knowledge of IT Support Center / Service Desk software and monitoring tools.

d. Knowledge of industry standards and best practices for IT Service Management.

e. Knowledge of IT Support Center / Service Desk operational policies, standards and

procedures.

f. Knowledge of departmental policies and procedures.

g. Knowledge in one or more specific technical areas of expertise to include

Communications, Networks, Platforms / OS, Accounts Management, Database

Management Systems, Hardware and / or Applications

h. Knowledge of reporting tools and database structured query language(s) used in

advanced report writing.

B. Skills

a. Skill in providing exceptional customer service.

b. Skill in assisting users reporting service interruptions, outages or making service

requests for IT applications, products and services.

c. Skill in adhering to procedures related to call recording, classification, prioritization, and

escalation.

d. Skill in providing first-level troubleshooting and escalation support for incidents and

service requests.

e. Skill in resolving client calls, incidents, and service tickets using advanced analytical and

problem-solving skills in a specific area of technical expertise.

f. Skill in adhering to and training others in procedures related to a specific area of

technical expertise.

g. Skill in oral and written communications.

h. Skill in providing technical support via multiple channels (phone, e-mail, instant

messaging, web, and remote desktop).

i. Skill in accurately documenting and maintaining technical solutions within a technical

information database (knowledge base).

j. Skill in managing and prioritizing work assignments in a fast-paced work environment.

k. Skill in maintaining accurate, current information within a Service Desk Management

System.

l. Skill in opening and closing service calls within a Service Desk Management System.

m. Skill in managing the work flow of subordinate staff.

n. Skill in using reporting tools and database structured query language(s) for advanced

report writing.

C. Abilities

a. Ability to assist other Support Center Specialists in responding directly to client calls.

b. Ability to provide rapid response to reports of service interruptions, outages and service

requests received via multiple communications channels (telephone, e-mail, chat,

instant messaging, and web).

c. Ability to appropriately record required user and incident information in the Service

Desk Management System.

d. Ability to troubleshoot and monitor customer technical incidents in a remote support

environment.

e. Ability to help customers resolve technical incidents within a timely manner.

f. Ability to document incidents, requests and resolutions within Service Desk

Management System.

g. Ability to analyze logs and spot common trends and underlying problems.

h. Ability to determine the most effective manner to resolve the client's reported incident.

i. Ability to elevate complex and / or high priority incidents to the appropriate support

groups for resolution.

j. Ability to track the status of all open service tickets using the Service Desk Management

System.

k. Ability to verify that suggested solutions effectively resolve the users' reported

incidents.

l. Ability to effectively communicate with customers via multiple communications

channels.

m. Ability to maintain effective working relationships with management, department, user

and contracted personnel.

n. Ability to receive, execute and effectively communicate complex oral and written

instructions.

o. Ability to perform application, hardware, software and connectivity troubleshooting

within a Support Center (remote support) environment.

p. Ability to independently resolve most assigned service tickets using available resources.

q. Ability to manage and maintain routine and complex reports using approved reporting

tool set.

r. Ability to answer phones and provide phone support for extended periods of time.

s. Ability to sit and / or work at a computer or office desk for extended periods of time.

t. Ability to work varied hours in addition to normal work schedule.