servicedeskmgmt

Skokie, Illinois, United States

Yearly Stats: $0 Earned |

Training

Providing timely, accurate and complete guidance to process owners to facilitate tactical and strategic decision making Planning, Analyzing, and Designing phases for implementing IT Service Management. Measuring and reporting on Critical Success Factors and Key Performance Indicators or the Incident, Problem and Change Management processes Managing staff and providing training to deliver pleasant customer service and first call resolutionsTransitioning Help Desk into an ITIL process oriented Service DeskImproving overall support process including; unresolved open cases, abandon rates, escalation to level 2/3, phone skills of agents, and customer escalationsIdentifying recurring support issues and provided permanent resolutions after performing RCA’s and issuing a change requestCoaching and mentoring team; enabling them to set technical goals, to deliver quality

$0 / Hour
$0 minimum budget