Service Desk Agent - PR

1 Year experience in WFM, preferably in contact centers with at least 12 employees. Experience with WFM software (scheduling, performance tracking, reporting) Experience learning various technical/analytical tools; high aptitude for learning Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros) Effective written- and oral- communication skills Strong Knowledge Windows Front-End Environment (win 10) Strong Ticketing System Tool Knowledge (Remedy, HP Service Manager, Service Now, etc.) Strong ITIL Knowledge (Incident Management and Service Request) Strong ITIL Knowledge (Problem Management and Change Management) Systems or Electrical Engineer Bachelor degree, or +1.5 plus years relevant work experience. Design customized schedules for accounts Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured Optimize the workforce in order to satisfy targets and metrics Forecast workload so internal ...