Candidate is responsible for dealing with a variety of service activities, usually via telephone calls, web interface, email notifications, user generated tickets, or automatically reported infrastructure events. Serve as the single point of contact (POC) for customer HQ Users. The candidate handles incidents, manages service requests, perform first contact resolution (FCR) when applicable, refer or escalate incidents to other
Subject Matter Experts (SMEs) in the Tiered structure or Problem Management (PbM) as required, provide feedback to change actions, along a myriad of other interfaces between the user, customer Users, internal/external customer Users and the rest of the organization, and processes.
The Incident and Service Request Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations and user productivity, and to respond to users' requests for information, advice, routine changes, or service access.
Candidate will also provide accurate and timely fulfillment of requests within service level targets for user contact, responsiveness and quality. Ensures the requests are accurately recorded and routed to the correct service provider and escalates requests when additional resources or investigation is required.
Typical Education & Experience
Typically a Bachelor's Degree and 2 years work experience or equivalent experience
Required Skills and Education
Experience with Microsoft Office Suite and other Microsoft applications
Applications troubleshooting experience
Printer troubleshooting experience
Experience working with a service desk ticketing system such as Remedy or Servicenow
Understanding of Microsoft Active Directory
Experience working on a Tier 1 Helpdesk
Preferred Skills and Education
Microsoft O365 cloud instances
SCCM package deployment and reporting
Experience reading Bigfix reports and help with remediation efforts
About BAE Systems Intelligence & Security
BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That's BAE Systems. That's Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit www.baesystems.com and follow us on Facebook: www.facebook.com/baesystemsintel.
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