Service Desk Specialist
About The Position
The Information Technology Division of the State Court Administrator’s Office is pleased to announce an opening for a Service Desk Specialist. This technical and customer service position is responsible for the incident and request management processes at the Service Desk. The Specialist is expected to provide a world-class customer experience and maintain a high quality of work that meets standards for efficiency and quality. In this role, they will engage with customers that are both internal and external to the branch. Their work has a direct impact on the customer’s ability to have access to branch applications and restore services when users face technical issues. Additionally, this team serves as part of the Major Incident and After-Hours support processes which have direct impacts for members of the public who require access to Justice.
Requirements
- Highschool diploma/GED
- Two to three years of relevant IT experience
- Excellent communication and customer interface/relationship skills
- Ability to effectively manage a large volume of tickets while adhering to quality standards
- Excellent communication and organizational skills
- Must be a self-starter with the ability to follow established procedures
- Ability to use a knowledge base and critical thinking to work through issues and resolve incidents
- Ability to communicate with and assist individuals with varying levels of computer expertise
Nice To Haves
- Two-year degree or technical certifications in Information Technology field
- ITIL certification or experience
- Experience with ServiceNow Application
- Experience with Court Applications and systems
- Experience with supporting a remote workforce
- Basic knowledge of court practices, procedures and terminology
Responsibilities
- Incident Management: Field incoming incidents via ACD phone calls, emails, and the ServiceNow ticket queues
- Enter and update ServiceNow incident tickets according to quality assurance guidelines
- Communicate clearly, effectively, and in a timely fashion with customers regarding their tickets
- Leverage personal skills, knowledge, and experience along with resources including ServiceNow, Knowledge Base, team communication, and more to resolve technical issues that impact customers
- Identify down users and engage CSC escalation processes to rapidly restore services when needed
- Route tickets to appropriate fulfillment teams when immediate resolution is not possible
- Request Management: Field incoming requests via ACD phone calls, emails, and the ServiceNow ticket queues
- Enter and update ServiceNow tickets according to quality assurance guidelines
- Communicate clearly, effectively, and in a timely fashion with customers regarding their tickets
- Complete tasks by leveraging personal skills, experience, and available resources
- Escalate to appropriate fulfillment teams when immediate completion is not possible
- Knowledge Base: Draft and publish ServiceNow knowledge base content that meets quality guidelines that are laid out in the Style Guide
- Meet publishing requirements as assigned by the Service Desk Team Lead and Supervisor
- Major Incident Identification: Monitor incident queues for incidents that may meet the Major Incident criteria
- Escalate to CSC Team Lead or Supervisor when appropriate
Benefits
- This position is exempt under the Fair Labor Standards Act and is eligible for State of MN employee benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
