ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable.The incumbent is expected to undertake the following duties and responsibilities:
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Issue Escalation: Evaluate and manage user requests and incidents using ITIL methodology for prioritization, and escalate issues and enhancement requests to the appropriate Support Team, tracking them to conclusion