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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Identify opportunities to reduce tickets dispatched from Service Desk to other Product Lines and reduce calls to the Helpdesk, therefore a direct impact on cost savings to the Account
- Work as a team with Service Desk operation to implement FCR practices and processes Identify opportunities to improve ticket resolution. KB scripts, training, coaching
- Monitor FCR improvement progress by keeping track of raw FCR, action items and opportunities progress
- Ensure awareness and understanding of FCR initiatives within Service Desk Advise and assist both staff and Management on FCR matters
- Highlight FCR performance to Management through weekly/month reports
- Provide monthly status report on FCR activities for the Account Assist with identification of L1 agents who need training.
- Collaborate with Service Desk and Resolver Groups to drive Shift Left recommendations Identify opportunities for L0 and pr...