Acting as the single point of contact to the user for all types of IT service requests Coordination of all IT support Agents to ensure maximum utilization of resources Pre-process service requests as they arrive through email, manual entry, or direct user input Schedule internal and field technical resources on the service desk portal Monitor resource schedules to ensure prompt time entry on service requests Communication with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
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