Resolution (FCR) to 70% on all calls logged to Service Desk Objective 3: Client Experience Key Results : : Manage MTT Response for the Service desk to 90% and higher of ESD MTTr SLA Objective 4 : Client Experience
of the day-to-day working relationship to the Service Desk and Support team as well as the CSM where one RELATIONSHIPS: Internal: Customer success managers Service desk Technical delivery teams, managers and senior
Reviewing tickets and requirements on Autotask Service Desk Ensuring Autotask is updated on ticket progress
end-user support for CRM applications through our Service Desk, promptly addressing cases as they arise. Escalate
Drive implementation of processes into the Service Desk with the collaboration of other Technical teams
will serve as a 3rd level of escalation for the Service Desk attending to more intricate service requests
operations (essential) Experience in Remedy Service Desk (advantageous) Detailed track record of VIP
experience with Java Must enjoy being in a support / service desk role Preference for financial markets or product
expertise:
expertise: