C4ITSC­FSD Centralized Service Desk Sample Clauses

C4ITSC­FSD Centralized Service Desk. (CSD) C4ITSC-FSD Centralized Service Desk (CSD) agrees to responsibilities and/or requirements in support of this Agreement to include: • Serving as the User Advocate through FSD for user impacting system, policy and configuration changes (e.g. Provide peer review for applicable ALCOASTs). • Generating quarterly reports on service levels for ESOD. • Providing notification to the end user community for enterprise system/network outages (in accordance with protocols outlined in Appendix Four - User Notification Protocols for Major Enterprise Outages). • Training required staff on appropriate service support tools. • Facilitating all service support activities involving incident, request management. • Reviewing all NUBs communication text notifications. Pass down as applicable to ESU/ESD’s. • Providing immediate escalation/notification of all apparent enterprise related outages and “relate” all related incidents to the enterprise Incident. • Ensuring all tickets escalated to TISCOM contain the minimum required items. • Ensuring incidents outlined in Appendix two are routed with the appropriate items. • Providing Peer Review of TISCOM Government Watch Officer (GWO) reports. • Providing Daily Aging Report and visibility to TISCOM GWO. • Participating on the weekly ECAB • Filtering ESOD SOP’s and Job Aids, publish to the ESU/ESD technicians based upon permissions. • Be responsible for Active Directory Administration for User Profiles administration (Name, Rank, and Title Change). • Refer any recognized malicious attacks to CGCIRT. • Refer all maters in relationship to the spill to the responsible CSO and/or CGCIRT according to the protocols outlined in Appendix Three. The Command Security Officer (CSO) of the unit affected must be notified and is responsible for notifying CGCIRT as well as report the spill to DOD via establish procedures.
Sample 1
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Related to C4ITSC­FSD Centralized Service Desk

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