Close Close Preview

Your amazing online presence is right this way.

Create your profile
Capture who you are, what you do, and where you're going. All in one place.

Jatzibe Burgos Medina

Jatzibe Burgos Medina

Service Desk Shift Lead

Tata Consultancy Services

Querétaro Area, Mexico, mx

I am a person who likes challenges. I like to learn new things every day, making experience of it. I like working in a team with people who know what is doing and where they want to go. I am a person who works on the basis of objective and add my extra in it. I am a person who adjusts to the changes and is not afraid to work,...

Message
MENU ☰

Tata Consultancy Services

Service Desk Shift Lead

- Call Queue Monitoring of analysts taking calls. Avoid abandonment and accomplish with SLA's.
- Analysts Monitoring. Ensure that the analysts are logged punctuality and complying with the adherence (breaks, lunchs, time-off, etc.)
- Email inbox monitoring. Monitor the flow of emails received in the inbox and ensure they are answered in the time frame established.
- Chat Monitoring. Monitor the chats opened by end-users.
- Backlog Monitoring. Ensure that all tickets created by end-users and bounced back to Service Desk are assigned to the correct team.
- Floor Support. Check analysts calls and help them with the information needed.
- Cascade Information. Update analysts with new information received and Severity 1 incidents.
- Coaching. Help analysts with doubts in process and information not known.
- Handover Reports. Create reports for the next shifts in order to inform the relevant cases occurred during the shift.
- Severity 1 and 2 incidents.Assist analysts with the Severity 1 and 2 cases reported by users,
- Training. Give proper training to new resources in the area.