Develops Service and Business Level Agreements to set expectations and measure performance. Oversee Solutions repository and ensure top quality solutions are available to the staff. Monitor and manage phone queue (participating in escalated calls as needed). Work to make Service Desk the single source of truth and service delivery channel for IT. ![]() ![]() Will drive Ticket Deep Dive and develop strategies for improvement. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Interact with internal and external customers. As needed, schedule employees working times and provide backup support. Builds/obtains (from other departments) training material for support staff. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Determine root cause of issues and communicate appropriately to internal and external customers. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Act as escalation point for all requests and incidents. Manages and coordinates urgent and complicated support issues. ![]() Oversee 100% of the requests, incidents and problems. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.ġ. To ensure that customer expectations are met or exceeded. To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved.
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