- Provides first level support and resolution utilizing Service Desk tools for basic hardware, network, software, and application problems.
- Ensures that Service Desk calls are answered promptly and functions as the problem ownerfor most day-to-day service delivery problems.
- Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.
- Responsible for documenting all inquiries, from initial call to incident resolution using the ITSM system.
- Ensures the computer environment is secure, clean at all times, and all maintenance and shift turnover procedures are followed.
- Ensures all problems have been assigned to the appropriate individuals for resolution.
- Monitors the progress of all Service Desk calls including prioritizing and tracking calls assigned to other team members.
- Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the first-callpersonnel within customers areas.
- Provides feedback to IS Leadership as to the time, nature,



and frequency of client calls. Recommends system modifications to reduce user problems.
- Provides excellent customer service and develops relationships through follow-up and customer contacts.
- Helps create and expand the service desk problem solving database through documentation of day-to-day problems.
- Recommends or continuously adds updates to procedural and resolution information within the Service Desk software.
- Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.
- Resets users passwords ensuring that CMH standards for robust passwords are followed.
- Enables user accounts after following the standard security checks.
- Adheres to established department security policies
- Follows procedures in dealing with violations of security experienced during the work shift.
- Performs preventative maintenance as specified by the device manufac

📌 IS Service Desk Tech I (Pune)
🏢 Central Maine Healthcare
📍 Pune