Serve as first escalation point of Service Desk team members for cases like unique or new support requirements, delayed response or resolution from other support teams, attending to dissatisfied customers and other scenarios that calls for escalation […]
Measure the Service Desk teams performance and conformance to procedures by conducting quality control checks following the guidelines on the QA scorecard
Coordinate with other support teams for delivery of IT support services to end-users
Monitor workload of the Service Desk team to ensure fairly regular distribution and ensure that unfinished...