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5 <br /> Attachment 1 <br /> OCIS Requirements for IS Support Phone Center <br /> Tasks/Responsibilities <br /> 1) IS Support Problem Resolution Services <br /> a) Receive problem resolution requests from users between 8am and 5pm <br /> weekdays, except holidays <br /> b) Accept e-mail submission of support requests <br /> c) Answer support requests through phone assistance and callback when <br /> possible <br /> 2) IS Support Call Database Management <br /> a) Enter requests as they are received in OCIS CallTracker database <br /> b) Produce reports for daily assignment and review of call status <br /> c) Track request to completion <br /> d) Provide weekly/monthly status and tracking analysis reports <br /> e) Track request and support assistance to remote users <br /> f) Update and maintain IT inventory database tables for PCs, printers and <br /> network equipment <br /> 3) IS Support Hardware/Software and Supplies Ordering <br /> a) Receive order requests from IS staff <br /> b) Contact vendors for blanket purchase orders, and state contract vendors, <br /> use Web sites to determine best pricing, ordering information <br /> c) Provide information to IS Director for approval and purchasing <br /> d) Handle shipping and receiving <br /> 4) IS User and Support Team Assistance <br /> a) Participate in IS Support review meetings <br /> b) Make contact with support vendors as needed to arrange and track <br /> service calls <br /> c) Develop Intranet Web page resources to assist users in problem <br /> resolution and to provide access to application usage tips, including links <br /> to useful Web sites <br /> Skills Required <br /> • Excellent communications skills <br /> • Enough knowledge and ability to acquire knowledge to resolve problems <br /> during initial contact with callers <br />