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Technical Service Efficiency Specialist (Remote)

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Rite Aid

2021-12-03 08:52:12

Job location Camp Hill, Pennsylvania, United States

Job type: fulltime

Job industry: Science & Technology

Job description

EDUCATIONAL, CERTIFICATE and LICENSE REQUIREMENTS:
- Associate's Degree (AA) Information Technology or related field required.
- Bachelor's Degree in Arts/Sciences (BA/BS) Information Technology or related field preferred.

EXPERIENCE, SKILL and ABILITY REQUIREMENTS:
- 3 years of experience in Service/help desk or field services environment required.

JOB DESCRIPTION:
The primary purpose of this position is to provide efficiency improvements to the Infrastructure and Operations support systems, resources, and tools. Drive quality improvements for phone support, incident documentation, and vendor performance in the I&O support structure. Maintain Incident Management processes and systems, and contribute to Major Incident response.

- Review/monitor call and documentation quality for the technical support environment and provide feedback to leadership for technician performance improvements.
- Monitor daily metric results for call queues and reassign agent skill designations for optimal incident handling.
- Maintain Incident Response process and system information for accurate and timely process flow. Manage overall resource calendar accuracy. Manage system enhancements with internal an vendor resources.
- Conduct technician skill assessments to ensure effective utilization of resources across technical areas and company needs. Maintain technician training plans and assist with training delivery.
- Investigate and implement infrastructure improvement projects. Research improvement opportunities, complete tasks assigned related to the implementation of infrastructure projects.

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