We are seeking current Department of Veterans Affairs (VA), National Service Desk (NSD) team members as well as new applicants to apply for positions which provide information and technology support to the VA staff.
NSD provides front line support for IT services, systems and operations. As the central point of contact for enterprise-class IT service support, outage notification, and information dissemination, the NSD supports over 400,000 VA and non-VA staff and operates 24 hours per day, 7 days per week, 365 days per year. The highly critical NSD operates throughout the VA as a virtual, geographically dispersed organization, providing VA users an immediate, first line of support for IT hardware, software and connectivity problems, and requests for new services.
Responsible for supporting the National Service Desk organization to ensure Veteran Administration Infrastructure Services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customers’ incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Job is performed with general supervision. Reports to Supervisor.
Sample Tasks: - Make themselves ready to take calls (or contacts)
Answer Calls per provided scriptsAnswer calls in a professional manner to include managing tone and content of verbal context.Follow scripts to identify caller’s issues/requestsFollow scripts to trouble shoot the callers issues/requestProperly complete an incident ticket and forward to the proper escalation partnerMentor junior team members and except mentoring from senior team members.