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Manager, IT Helpdesk Services JOB FUNCTION
1. Ensure that the help desk produces a high quality service measured by low costs, high customer satisfaction, high rate of closure on first contact, low aged ticket ratio and a fast response to incidents. Improve customer engagement, processes, procedures, tools and communication channels that enable the team to produce these results.
2. Lead a functional team of IT resources to provide L1 and L2 support, including 24 hour support, to the.
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