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6 <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 Sam and 5pm <br />weekdays, except holidays <br />b) Accept a-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 CaIlTracker 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 />