2-5 Years of Experience Running a Service Desk.
excellent Understanding of Standard Help Desk Processes.
demonstrated Familiarity with Industry Standard Terminology such as Asa, Aht, Tco, Km, Ivr, Acd, Sbr, Etc.
ability to Plan, Organize and Manage Help Desk Staff to Assure Appropriate Coverage to Meet Business Needs and Service Level Agreements (slas) and to Achieve Excellence in Customer Service and Satisfaction.
experience Evaluating and Managing Skill Based Routing.
experience Analyzing Data from Acds to Drive Continuous Improvement.
extensive Familiarity with Itsm-based Service Desk Processes, Incident Management, Request Fulfillment, Knowledge Management, Self-service for End Users, and Service Level Management.
working Knowledge of Network and Systems Operations (noc), Service-desk Software, Monitoring and Automation.
demonstrated Ability to Quickly Learn New Technologies, Systems, Concepts and Procedures, and Ability to Utilize Reports and Data to Improve Operational Results.