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

work wit...