ITSS
Nature of tasks
Service desk agent, incident agent and analyst, problem agent and analyst
Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate
First and second-line support: remote and on-site support
Recording & tracking incident and request information
Recording & tracking Problem information
Participating in reconfiguration/installation of PC environment
Documenting operational support procedures
Drafting technical content for knowledge database
IT support specialist must be able to perform all tasks of a service desk operator
Testing and administration of applications
Liaising with system administration and database administration for execution of administration tasks
ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support
