Optimal service level
Exceptional customer satisfaction levels
First call resolution approach
Uses MS product and process knowledge along with discretion to respond to tickets
Provide client with a rst call resolution, where possible, leveraging standard operating procedures or work instructions.
Provide timely updates to clients, when requested, on any pending requests or tickets.
Produce breach and aging reports for tickets opened by the service desk
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement