Address
Form of workJob Description
- Serve as the primary liaison between the IPPS-A Tier 1 and Tier 2 Help Desks and the IPPS-A Product Support Division regarding the operations and maintenance of the IPPS-A system platform.
- Monitors help desk activities to include the identification, prioritization, and resolution of end user help requests.
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Design and enforce request handling and escalation policies and procedures.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Track and analyze trends in Help Desk requests and generate statistical reports. Assist in the development, implementation, and administration of help desk staff training procedures and policies.
- Coordinate break fixes action, engineering change requests and authorized service interruptions at the Tier 1/2 level, to include but not limited to installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
