Lenoir City, United States
Job Detail
  • Industry:
    HR / Industrial Relations
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
  • Job Location:
    Lenoir City, United States
  • Minimum Education:
  • Minimum Experience:
    2,3 Years
  • Apply By:
    Dec 31, 2019
  • Job Posting Date:
    Dec 09, 2019
Job Description

1. Manage daily Helpdesk operations including vendor governance in providing Tier I, first contact intake/support.

2. Drive proactive service measures (reducing status calls by implementing practices to manage end users’ expectations and redirect to online catalog status; drive password resets to online tool. Perform data analytics on call data and initiate, implement and drive helpdesk optimization efforts.

3. Manage contractual SLAs. Create, run & do analysis on reports & dashboards to identify trends and resolution/automation opportunities. Manage Helpdesk financials, including budget, invoices & service level tracking.

4. Serve as the central contact for end-user and MCIT associate call escalations, inquiries and routing.

5. Responsible for the development, implementation and maintenance of policies and standard operating procedures.

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