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