Service Desk Real-Time Analyst (RTA)

Monitor live call/ticket volumes and agent real-time status in IT Service Desk

operations

 Making instant adjustments to staffing, schedules, and workflows to meet service

level agreements (SLAs) for Phone, Web, Chat & Email channels

 Track efficiency goals, balancing customer satisfaction with operational demands

by proactively managing issues like high volume spikes, absenteeism, or system

outages

 Reporting real-time performance metrics to stakeholders

 Watch live call queues, agent status (on call, break, training), and key

performance indicators (KPIs) like Average Handle Time (AHT) and Occupancy

 Reallocate agents, shift workloads, or call agents back from breaks to handle

unexpected call spikes or understaffing

 Monitor if agents adhere to their schedules and flag deviations to supervisors

 Identify and report real-time issues (e.g., system outages, high absenteeism) and

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