Service Desk • Own overall responsibility for the Service Desk processes •
Represent the Service Desk team in an AmeriHealth-facing role • Ensure that
staffing and skill levels are maintained throughout operational hours by
managing shifts. • Manage all Service Desk Agents working in each shift. • Serve
as an escalation point for difficult or challenging calls. • Produce Service
Desk statistics and management Reports. • Represent Service Desk at AmeriHealth
IT operations meetings. • Perform briefings to Service Desk staff on changes or
deployments that may affect call volumes. • Assist Service Desk Agents in
handling first line calls when workloads are high, or where additional
experience is required