Create and maintain a suite of regular reports to update stakeholders on customer metrics. Deliver help desk activity reporting using quantitative data and providing analysis and recommendations for increased efficiency. Track the number of work stoppage tickets across service desk tiers and review trends year over year to identify reductions in work stoppage as a result of service desk efficiencies. Provide monthly metrics for help desk activity, such as average call handling time, total calls ... more details
Information Technology Support, Lead Specialist
Job LocationsUS-DC-Washington
Requisition ID
2024-146044
Position Category
Other / Technical
Clearance
Secret
Sector
Citizen Security & Public Services
Responsibilities
Key Responsibilities:
Create and maintain a suite of regular reports to update stakeholders on customer metrics.
Deliver help desk activity reporting using quantitative data and providing analysis and recommendations for increased efficiency.
Track the number of work stoppage tickets across service desk tiers and review trends year over year to identify reductions in work stoppage as a result of service desk efficiencies.
Provide monthly metrics for help desk activity, such as average call handling time, total calls abandoned, average speed to answer, tickets by various categories, etc.
Analyze and report on critical issues, trends, customer satisfaction (based on surveys), etc.
Correlate customer satisfaction data with key performance indicators.
*Contingent on Contract Award*
Qualifications
Basic Qualification:
U.S. Citizen
An active SECRET or the ability to obtain a SECRET Clearance.
5+ years of customer service experience, including data analysis; bachelor degree with 1 years of experience.
Strong numerical, analytic, and Microsoft Excel skills
Ability to work independently and take initiative to do what is needed to achieve learning goals.
Demonstrates ability to communicate with individuals at many different levels from within and from outside of the organization.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
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