Executive Summary:
As the IT Service Desk Manager at USN Company, Cornelius Spellman oversees the resolution of technical issues and ensures optimal system performance. His role involves managing the IT service desk team, planning and implementing strategies for service improvements, and maintaining customer satisfaction. Recently, the team has successfully reduced system downtime by 20% and increased first-call resolution rates by 15%. However, there has been an increase in unresolved tickets which requires immediate attention. Future plans include implementing an AI-based customer support system to improve efficiency and response times.More...