Service Desk Real-Time Analyst (RTA)

Monitor live call/ticket volumes and agent real-time status in IT Service Desk

operations

Making instant adjustments to staffing, schedules, and workflows to meet service

level agreements (SLAs) for Phone, Web, Chat & Email channels

Track efficiency goals, balancing customer satisfaction with operational demands

by proactively managing issues like high volume spikes, absenteeism, or system

outages

Reporting real-time performance metrics to stakeholders

Watch live call queues, agent status (on call, break, training), and key

performance indicators (KPIs) like Average Handle Time (AHT) and Occupancy

Reallocate agents, shift workloads, or call agents back from breaks to handle

unexpected call spikes or understaffing

Monitor if agents adhere to their schedules and flag deviations to supervisors

Identify and report real-time issues (e.g., system outages, high absenteeism) and

work with managers to resolve them

Provide immediate updates and produce intraday reports on performance,

volumes, and issues for operations leaders

Utilize Workforce Management (WFM) software for real-time monitoring and

adjustments and Microsoft Excel

Excellent communication (written/verbal), patience, analytical, and problem-

solving skills

Ability to quickly interpret data and make sound decisions under pressure

Proven background in IT support/service desk, with specific Real-Time Analyst

experience is mandatory

Candidate should have minimum of 5+ yrs. experience as a Real-Time Analyst

Comfortable with working in night shifts / shifting schedule as per business

requirement

Strong Knowledge of Service Desk metrics, SLA's & KPI's

Preferred: Retail Stores Service Desk support experience