Service Desk Mandate

Duties & Responsibilities

Provide 1st Line support. Service Desk carries responsibility for establishing the first line of contact between IT/GS and users wishing to register or submit Incidents or Service Requests.

The main responsibility of Service Desk 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 service desk:

• Detecting and recording of user 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 fulfil this role the following range of skills, experience & knowledge is required

• General technical understanding and understanding of the service structure
• Understanding of relevant procedures and rules applicable inside the Organization
• Meticulous and thorough working habits, 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 and high level of proficiency in English AND French
• Ability to communicate well in a 3rd language (Russian, Italian, Spanish, German, ...)
• Friendly, competent and confident appearance

Assignment

During normal service hours (e.g. 7:30 - 18:30 during CERN working days) dedicated trained staff will man the service desk.
Considering the volume of work, 6 FTE’s should be enough to operate this service.

During extended service hours (e.g. 18:30- 7:30 and outside CERN working days) our aim is in future that other personnel present at CERN can take on some of the Service Desk tasks:

• At least take the task of recording user requests.
• Whenever possible perform classification, dispatching and initial support tasks.