Service Desk Specialist

Recruitment #220510-UNCB-115

Introduction

A resume and cover letter must be submitted with your application.

As a Service Desk Specialist with OMES you will enjoy:
·    Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
·     A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job details
• Full-time 40-hour work weeks.
• Support the Service Desk.
• Salary based on education and experience.

Responsibilities
• Troubleshoot to optimize chatbot performance, training chatbot with new data, and analyze the outcome
• Identify the need for documentation and areas for opportunity where knowledge management can help create efficiencies and leverage our knowledge base.
• Organize and manage the knowledge base such that all areas can be easily and quickly located and utilized.
• Collaborate with experts in each group to create, classify, and improve new and existing knowledge resources.
• Promote and facilitate the use of idea/knowledge sharing, collaboration tools and effective use of technology as part of ISD staffs' daily work.
• Develop and lead educational/informational sessions to promote use of knowledge management at all levels.
• Devise ways to help customers discover and use that self-help content. An example of this is to use proactive support to spot an issue that a customer is having or is about to have, then proactively create a ticket that contains a link to the knowledge-base article that will help them resolve it themselves.
• Frequent communication and collaboration with our Customer Success team pertaining to chatbot performance and content improvement opportunities
• Review each knowledge solution provided by IT technicians for efficaciousness, correcting correct those that are not adhering to Agency standards.

Physical Demands and Work Environment
This position works in a comfortable office setting with a computer and telephone for a large percentage of the work day. This position requires long periods, up to eight hours per day, of sitting and working at a desk. The noise level in the work environment is usually mild.  Occasional travel may be required. This position may be required to work nights and/or weekends as part of on-call assignments.

Valued Skills and Experience:
- Proven leadership skills
- Excellent attention to detail
- Ability to work independently and as a team
- Ability to communicate effectively with OMES leadership, agency leadership, technical and non-technical users.

About OMES 
The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners’ goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

MINIMUM QUALIFICATIONS

• A bachelor’s degree in an IT related discipline and at least 1-year experience in a technical support role within an enterprise Service Desk environment OR least 4 years in of technical customer support role within one or more enterprise Service Desk environments.
• Experience using corporate incident management software solution (BMC Remedy, Service Now etc.)

NOTES

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.