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