Cassandra Jackson, customer service analyst

Area:
Responsible for some direct customer contact and support for the combined IHETS call center/help desk. Provide and proactively acquire training in the common technologies of voice, video and data that IHETS employs in its customer networks. Ensure that continuous improvements are made in the operational results of the help desk, such as average call times, percentage of service outages resolved at this level, and accuracy rates in trouble ticket reporting by continually re-designing support processes. Supervise help desk personnel in the performance of duties, provide on--going training and feedback. As necessary, mediate in the day-to-day resolution of interdepartmental outages. Assist with regular on-call duties during off-hours. Assist in the preparation of higher-level performance reports for use and review by IHETS management and customer representatives.
 
E-mail:  Cassandra Jackson
 
Phone: 317.263.8825

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