Oversee the day-to-day operations of the IT Assist team, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Drive the maturity of the Incident, Request Fulfillment, Access Management, and Knowledge Management processes, leveraging the IT Service Management (ITSM) platform.
Monitor key IT Assist metrics (KPIs) such as First Call Resolution (FCR), Mean Time To Resolve (MTTR), Customer Satisfaction (CSAT), and backlog management.
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