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Workplace Engineering Track Associate

Hexaware Technologies
Mexico, USA
Mid
Discovered 2 weeks ago
Free

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Service Desk

  • Own overall responsibility for the Service Desk processes
  • Represent the Service Desk team in an AmeriHealth-facing role
  • Ensure that staffing and skill levels are maintained throughout operational hours by managing shifts.
  • Manage all Service Desk Agents working in each shift.
  • Serve as an escalation point for difficult or challenging calls.
  • Produce Service Desk statistics and management Reports.
  • Represent Service Desk at AmeriHealth IT operations meetings.
  • Perform briefings to Service Desk staff on changes or deployments that may affect call volumes.
  • Assist Service Desk Agents in handling first line calls when workloads are high, or where additional experience is required

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