An IT support professional who responds to incidents escalated from or assigned by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required. DSTs may resolve incidents remotely, at the deskside, or via equipment returns. ...
The technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They are involved when the ticket cannot be resolved by either level 1 or level 2, and when there is high business impact or urgency....
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Previously referred to as support supervisor . The technical support professionals who oversee the day-to-day activities of a team of support staff. These professionals serve as the communication link between the team and the manager, as a coach or mentor to support staff, and are often the...
The management professionals who manage a team of support center analysts and/or team leads while executing the operational and tactical plans of the support center and satisfying customer and business needs. Their responsibilities may include recruiting and hiring, performance management,...
Previously referred to as director of support. Support center directors are the management professionals who are responsible for leading the support organization as a whole, rather than a specific support center . Their responsibilities may include overall service delivery, strategic direction,...
The person who has frontline responsibility for a group of analysts or other employees. Typical ratios are one supervisor to every ten to fifteen analysts. However, support operations can have one supervisor for every five people, depending upon the complexity of what is being supported and...
The technical support professionals who handle tickets that are escalated from Level 1 . These professionals require greater technical skills and/or access rights than level 1 support personnel. They are typically technical specialists and may be responsible for participating in root cause...
A set of responsibilities defined in a process and assigned to a person or team. One person or team may have multiple roles. For example, the roles of configuration manager and change manager are often carried out by a single person. #JobDescription #Staffing #People #WorkforceManagement
A person experienced in the branch of computer science that pertains to designing and developing knowledge base systems. Knowledge engineers gather the type and quality of information needed to ensure that these systems contain the information, experience, and solutions necessary for an...
The individual responsible for KCS solution monitoring and improvement. The knowledge champion looks after the health of the knowledge base, is usually focused on a collection or domain of content, and has both technical expertise in the domain and a profound understanding of KCS processes. ...