Mexico
Capgemini
HEXAWARE
Workplace Engineering Track Engineer
Mexico
Mexico, Chihuahua, Mexico
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
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