Process Analyst

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.

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.

• 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

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