Allows me to learn and better by skills:
Develop Service Level Agreements (SLOs) with our business partners and clients.
• Develop policies and procedures that outline how incidents are identified, documented, assigned and
• Conduct research on emerging products, services, protocols and standards in support of service desk
technology procurement and development efforts.
• Plan and perform staff performance evaluations.
• Ensure appropriate training initiatives for agents.
• Manage the processing of incoming calls to the Service Desk via telephone, chat and e-mail to ensure
courteous, timely and effective resolution.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze client trends through requests and incident ticket reports.
• Attend Change Management and Steering Committee meetings as requested.
• Undertaking HR activities as needed.
• Producing statistics and Executive reports to be presented and explained during meetings with our
• Regular meetings with business partners to discuss trends and needs.