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.
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