- Hybrid
- Entry
Real‑time analyst for the Service Desk, monitoring queues, volumes, service levels, and agent availability to ensure SLA and KPI adherence.
Compensation
Competitive salary and benefits
Responsibilities
- Act as the Real‑Time Analyst (RTA) for the Service Desk, monitoring queues, volumes, service levels, and agent availability to ensure SLA and KPI adherence.
- Manage and coordinate day‑to‑day operational activities of the team, including workload balancing, real‑time decision‑making, and performance interventions.
- Handle and lead escalations, ensuring timely resolution, effective communication with stakeholders, and root‑cause identification.
- Develop and maintain operational dashboards and analytics using Power BI to provide real‑time and historical insights on performance, trends, and risks.
- Drive continuous innovation and automation initiatives using Power Automate or other platforms to improve efficiency, reduce manual effort, and standardize processes.