This job has expired.
Primary Purpose:
Coach and mentor all staff, track all information in the ITSM call tracking system, manage a knowledgebase tool and ensure the staff is continuously updating applicable documentation, as well as ensure the Service Desk staff is resolving / escalating all inbound incidents and services requests in a timely fashion. Track daily KPIs in order to measure the effectiveness and efficiency of the staff. Identify opportunities for improvement, and uses data to recommend changes to the management team. Fields escalations in a timely manner and ensures the Level II and III teams are handling them in accordance with all SLAs.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
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