Overview
On Site
Depends on Experience
Full Time
No Travel Required
Skills
ServiceDesk
Continual Service Improvement
Gap Analysis
Job Details
*s and s and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time. Please send resume with rate expectations.
- Operational Oversight: Monitor service desk metrics (e.g., ticket resolution times, first-call resolution rates, customer satisfaction scores) to ensure operational goals are met.
- Gap Analysis: Proactively identify inefficiencies, bottlenecks, and areas for improvement in existing service desk processes and workflows.
- Optimization Initiatives: Develop and present proposals for process improvements, tool enhancements, and training programs to streamline operations and enhance service delivery.
- Continual Service Improvement (CSI): Lead and manage CSI projects, working with stakeholders to implement changes that improve efficiency, quality, and user experience.
- Knowledge Management: Act as a central point of contact for complex issues, providing expert guidance and ensuring the creation and maintenance of a robust knowledge base.
- Stakeholder Collaboration: Work closely with IT teams, business units, and vendors to align service desk operations with broader organizational goals.
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