Shire Jobs

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12020530

30% Under general direction, serves as an Application Service Desk Lead, performing difficult and specialized professional application service desk work for the Department of Innovation & Technology (DoIT) in support of the Department of Children and Family Services (DCFS):

• Provides support and guidance to assigned Application Service Desk Technicians engaged in the provision of application service assistance to end user requests.
• Establishes priorities for requests.
• Performs professional advisory functions in the analysis and evaluation of service request management, data trending, team management, and end user support to ensure the provision of effective and efficient technical acquisition support.
• Makes decisions in accordance with general instructions, established methods, and defined precedents.
• Creates and maintains process flows, service request processes and service
• requests policies; serves as the service request liaison between DCFS and DoIT.
• Refers unusual and complex requests to supervisor.
• Monitors to ensure all requests are assisted in a timely manner.
• Plans and coordinates the efficient utilization of resources while ensuring achievement of unit goals and objectives.

25% Serves as an Application Service Desk Lead to assigned lower level professional staff:

• Assigns and reviews work.
• Provides guidance and training to assigned staff.
• Advises immediate supervisor regarding staff work performance and evaluations.
• Provides recommendations regarding staffing needs.

15% Serves as a Department employee on-boarding liaison performing on-boarding processes for new employees which includes, but are not limited to, creating and updating service request processes, working with Human Resources to ensure new employee requests are submitted in a timely manner and effectively communicating the status of service requests to key personnel;

• recommends changes to employee on-boarding processes.

10% Confers with management regarding the integration of application activities to resolve administrative problems and facilitate service request improvements:

• Provides input and makes recommendations regarding the ongoing enhancement of service request tools and processes.

5% Performs regular review and evaluation of documentation and diagnostic flows to be used by Application Service Technicians when responding to calls for assistance from end users.

5% Responds to calls for assistance, interviewing callers to elicit information to enable higher level professionals to fulfill the more complex Information Technology requests:

• Maintains records of all service requests.
• Performs quality control functions, including, but not limited to, live call monitoring and service request reporting.

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.