Service Desk Queue Specialist
Job Summary
Seeking a full-time hybrid Service Desk Queue Specialist, the candidate will manage incident and service request queues, ensure SLA compliance, and coordinate escalations while maintaining accurate ticket documentation.
Key responsibilities
- Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM
- Track SLA compliance and prepare operational dashboards and reports
- Act as the primary escalation point for queue-related issues, coordinating with various teams to expedite resolutions
Required qualifications
- 4+ years of experience with ManageEngine ServiceDesk Plus ITSM
- Strong understanding of the ITIL Framework and Incident Management
- Experience in SLA Management and Service Desk Analytics
- Proficiency in Excel and Power BI Reporting
- Knowledge of workflow automation and escalation management
Complete Job Description
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