Maintaining staffing levels for a 24/7 Service Desk. Establishing training platform for new hires on the service Deskand ensuring quality of training. Scheduling of service desk staff to provide quality customer service.Documentation of processes and procedures for newly onboarded clients as well as existing clients. AdviseService Desk Agents on proper procedures and policies. Administration of the ticket system and solutions base.Handled all Administrative duties for the service desk agents including:Payroll, performance reviews, evaluations, counseling of service desk members, corrective action plans. Ensurethat policies and procedures were being adhered to by Service Desk Agents. Generate reporting from ticketingsystem for both clients as well as reporting used for performance reviews and evaluation of the service desk agents.
Listed skills include Microsoft Office.