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...