Service Desk Shift Direct Labor
AT&T - Quantico, VA

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The Service Desk manages and coordinates the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. The Service Desk provides multiple means such as single toll-free number and single Web interface, for service and manages the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure. The Service Desk communicates continually throughout the life cycle with users and IT groups, and continually utilizes and enhances of the Service Desk knowledge data base. The contractor shall use their knowledge of MCNOSC ticketing tools (e.g., BMC Remedy), customer service and effective communication best practices to provide the following 24x7x365 service desk support: · Provide Service Desk services to all RNOSC and MITSC IT groups for unclassified and classified services.

  • Provide redundant and geographically diverse Service Desk Support Services within the Continental United States (CONUS) and Outside Continental United States (OCONUS). Contractor personnel shall provide sufficient qualified personnel to service the entire RNOSC and MITSC IT population in the event of a natural disaster or loss of capabilities. · Provide Service Desk Services ticket submission and tracking through multiple means such as single number and single Web interface. · Document, assess, track, resolve, and fulfill Service Desk incidents, problems, and requests in accordance with the documented Incident Management and Problem Management processes.
  • Coordinate with the MCNOSC Watch Team and Government representatives to resolve incidents and problems in accordance with the Incident Management and Problem Management processes such as anomalies that affect more than one user. · Coordinate with the Government civilians, Marines, and third party contractors to resolve Network incidents and problems to include Install, Move, Add, Changes services for the customer; and to resolve Network connectivity anomalies. · Recommend enhancements to the Incident Management and Problem Management processes. · Assess equipment remotely, when possible, to resolve incidents, perform reconfiguration, and push software.
  • Operate and maintain an on-line status system to initiate, query, track, update, and display Information, such as aging and backlog) pertaining to incidents, problems, and requests. · Track the resolution of all tickets. · Verify resolution with the customer prior to closing the ticket.Provide the USMC TPOC with an Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service. · Provide Service Desk Services for deployed forces.
  • Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review. · Process, manage, and execute classified and unclassified service requests. · Provide users technical assistance and guidance to resolve service delivery issues related to service request processing. · Develop Requests for Change (RFC).
  • Document changes in accordance with policy and procedures. ·Provide the USMC TPOC with an Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service. · Provide Service Desk Services for deployed forces. · Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.
  • Process, manage, and execute classified and unclassified service requests. · Provide users technical assistance and guidance to resolve service delivery issues related to service request processing. · Develop Requests for Change (RFC). · Document changes in accordance with policy and procedures.

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