Service Desk Queue Specialist
Job Summary
Seeking a full-time hybrid Service Desk Queue Specialist, the candidate will manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM, ensuring timely ticket resolution and SLA compliance while collaborating with various IT teams.
Key responsibilities:
- Monitor and manage ticket queues, ensuring proper categorization, prioritization, and timely resolution
- Track SLA compliance and prepare operational dashboards and reports to analyze service desk performance
- Act as the primary escalation point for queue-related issues, coordinating with multiple teams to expedite incident resolution
Required qualifications:
- 4+ years of experience with ManageEngine ServiceDesk Plus ITSM
- Strong understanding of ITIL Framework and Incident Management
- Experience in SLA Management and Service Desk Analytics
- Proficiency in Excel and Power BI for reporting
- Knowledge of workflow automation and escalation management
Complete Job Description
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