Engineer - Service Desk P 4A
Core
Audit and coach service desk agents on voice and non-voice tickets to ensure quality scores and customer satisfaction.
Role type
Service Desk Process Coach
Builds
Quality assurance processes and agent training programs
Domain
IT Service Management / Customer Support
Deliverable
dashboards & analysis
Required skills
Ticket auditing, Quality score management, Process improvement, Agent coaching, Customer satisfaction monitoring, Process training
Preferred skills
OS troubleshooting, MDM support, Office application support
Technologies
Service Desk tools, OS, MDM, Office Suite
Responsibilities
Audit Voice/Non-Voice tickets and share feedback with agents, Ensure quality scores of the team are met, Strategize action plans for high-Risk agents, Conduct huddles & share process updates daily, Drive quality initiatives, Conduct process training for new hires, Ensure Customer Satisfaction Scores are met and conduct close looping for DSATs daily, Suggest and work on process improvement projects
