Service Desk Administrator

POSITION SUMMARY:

The Service Desk Administrator will play a vital role in ensuring the smooth and efficient

operation of the Service Desk. This position will support WFM account management, schedule

event reporting, provisioning user accounts, and support key Service Desk operations

functions. The ideal candidate will be highly organized, detail-oriented, and proactive, with

strong administrative capabilities and a commitment to handling sensitive information with

discretion and integrity.

Essential Functions:

To perform this job, an individual must perform each essential function satisfactorily with or

without reasonable accommodation.

Key Responsibilities:

• Workforce Management & Scheduling

o WFM User Account Management – Create and manage active user profiles

o WFM Schedule Support – Assist with schedule edits and the communication of

discrepancies

• Operational Support & Reporting

o Generate agent performance and schedule event related reports and refresh

associated Power BI reports

o Identify and implement process improvements related to scheduling,

provisioning, and service delivery

• Agent Provisioning

o Create and manage user accounts and access rights for new and existing service

desk agents

o Ensure compliance with onboarding and offboarding procedures, maintaining

confidentiality and security standards

o Coordinate with HR and HCTec Partners to maintain accurate records of agent

access

o Handle sensitive employee data with the highest level of confidentiality and

integrity

o Adhere to company data protection policies and industry best practices for

secure data handling