Duties & Responsibilities

1st Line support is responsible for establishing the first line of contact between GS/IT and users/customers wishing to register or submit Incidents or Service Requests.

The main responsibility of 1st Line support staff is the detection and recording of all requests, ensuring that all information necessary for successful handling and resolution is obtained, recorded and updated throughout the request lifecycle.

Tasks

The following tasks are assigned to the role of 1st Line support:

• Detecting and recording of user/customer requests (Incidents and Service Requests)
• Classification and initial support (sorting requests according to type, status, impact and urgency, implementing workarounds and, if possible, final solutions)
• Contact and communication with affected users and requesters
• Continuous tracking and monitoring of all open and unresolved tickets to ensure closure within defined and agreed timeframes

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required

• General technical understanding and understanding of service structure
• Meticulous and thorough working, attention to detail
• Ability to multi-task and re-prioritize tasks at short notice, good self-organization skills
• Ability to work under pressure
• Professional and service-oriented attitude towards users and customers
• Excellent communication skills
• Friendly, competent and confident appearance

Assignment

The role of 1st Line support should be assigned to respective workgroups according to the skill and staffing requirements of each service organization. In general the role of 1st Line support should be covered by a dedicated Service Desk. Within CERN IT Service Desk usually refers to the current sub-contracted Helpdesk which in specific areas may be extended by additional CC operators which provide support outside the normal working hours.