Process Analyst

nscglobal, usa; Kentucky; On-site; USD 40,000 - 55,000; Full time

Job summary

nscglobal, usa, is seeking a dedicated helpdesk support professional to provide assistance for assigned accounts. Responsibilities include ensuring adherence to service support contracts, managing customer satisfaction, and coaching supervisors.

The ideal candidate will have 2-4 years of experience in helpdesk services, be a high school graduate, and possess strong skills in MS Excel, along with excellent communication and mentoring skills.

Qualifications

• 2-4 years’ experience in helpdesk services or deskside support.
• Expert understanding of the MS Suite with a focus on MS Excel.
• Ability to document processes and procedures.

Responsibilities

• Read and ensure adherence to contracted service support.
• Manage customer satisfaction and operations.
• Coach and mentor supervisors and process analysts.

Skills

Helpdesk services

Deskside support

Expert in MS Excel

Excellent communication skills

Coaching and mentoring skills

Education

High School graduate

Tools

MS Suite

Job description

nscglobal provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. nscglobal is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

Job Description

Responsibilities

• Read and understand statement of work for assigned account(s) and ensure support team adherence to contracted service support.
• SLA performance & attainment.
• Primary interface for area management.
• Primary interface for customer.
• Customer satisfaction as it relates to operations.
• Continuous improvement (always looking for new and improved ways to get the job done).
• Process documentation and adherence.
• Training supervisors and process analyst.
• Coaching and mentoring supervisors and process analysts.
• Performance management for supervisors and process analysts.
• Performance management for non-exempt employees.
• Volume forecasting and staffing.
• Cost to budget performance.

Qualifications

• 2-4 years’ experience in helpdesk services or deskside support
• High School grad
• Expert understanding of the MS Suite with a focus on MS Excel
• Ability to document processes and procedures
• Excellent communications skills
• Coaching and mentoring skills

Additional Information

All your information will be kept confidential according to EEO guidelines.