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Responsibilities and Requirements : This list of roles and responsibilities is not all-inclusive and additional duties may be added, deleted, and changed by the MSP Manager or the IT Director of Operations, with approval from the Account Manager.Provides guidance and leadership to the MSP Service Desk staff in day-to-day matters, such as monitoring productivity, meeting support requirements and addressing conflict resolution.Ensure the MSP Service Desk provides appropriate support to manage customer phone calls, alerts and email 24 hours a day 365 days a year.Responsible for proactively managing the MSP Service Desk shift schedules to ensure adequate coverage on all shifts, in advance identifying individuals that agree to cover 2ndand 3rdshift when primary coverage requests PTO.Responsible for monitoring the email queues and alerts for all MSP customers, assigns tickets and creates incidents to ensure the MSP Service Desk meets or exceeds the stated response goals for each customer.Responsible for monitoring the Incident Management System queues to ensure tickets assigned to MSP Service Desk professionals are responded to based on stated response goals for each customer.

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Published at 12-07-2009
Viewed: 108 times