resolution of technical issues escalated by Service Desk, Level 1 or 2 IT resources. IT Technical design budgets. Prioritise and respond to escalated service desk tickets and IT support service providers, ensuring
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
customers: Analyse recurring incidents on the service desk and solve through interaction with key stakeholders
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
Deliver a first line support service via the service desk by logging incidents and service requests received
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