Service Desk Queue Specialist

Job Summary

Seeking a full-time hybrid Service Desk Queue Specialist, the successful candidate will manage incident and service request queues, ensure SLA compliance, and act as the primary escalation point for queue-related issues while collaborating with cross-functional teams.

Key responsibilities:

• Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM, ensuring accurate categorization and timely resolution
• Track SLA compliance and key service desk metrics, preparing operational dashboards and conducting trend analysis
• Act as the primary escalation point for queue-related issues, coordinating with various teams to expedite resolution of critical incidents

Required qualifications:

• 4+ years of experience with ManageEngine ServiceDesk Plus ITSM and the ITIL framework
• Proven expertise in incident management, service request management, and SLA management
• Experience in dashboard and reporting, including Excel and Power BI
• Knowledge of escalation management and workflow automation
• Preferred certifications include ITIL v4 Foundation or higher and ManageEngine ServiceDesk Plus Certification