Service Desk Operator

Summary / General Description Of Job :

Incumbent will receive, record, and distribute work orders to service crews based upon customers' requests for service, in accordance with Navy contractual requirements.

Essential Duties & Job Functions :

• Operates telephone to receive incoming requests for service, and questions caller / customers to determine the nature of the problem, following established procedures.
• Reviews and records information in the computer as required.
• Prioritizes, classifies, prepares work orders, distributes them to crews and schedules service calls, according to contractual designations.
• Prepares work orders and distributes to service crew.
• Keeps records of service calls and work orders.
• Prepares and sends maintenance performance reports / surveys to the government.
• Utilizes a computer to update and maintain logs in database.
• Gives work status, answers questions, and resolve complaints for the customer.
• Provides support to government customers regarding questions about work performance, schedule and contract information.
• Dispatches orders and relays messages and special instructions to mobile crews and other departments, using radio telephone equipment.
• Provides pre-arrival instruction to caller, utilizing predetermined emergency gas leak protocol.
• Coordinates maintenance and schedule calls for emergencies.
• Notifies and / or calls employees in to work for the purpose of mitigating emergencies utilizing a predetermined roster.
• Performs other related duties as assigned.

May perform work of a higher type than listed a portion of the time, when assignment serves as a step to develop the skill required to handle all the duties of the higher graded job.

Accountable For :