senior analyst - Hamilton, United States - HCL Technologies

Description

Job Description (Posting).

Operative responsibility in incident, problem, and configuration management in support of VW Production environment.

To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations.

He / She will be the first line of service delivery to handle critical and day to day request from users.

He / She will be working with application teams, server teams, and business units to provide coordination services under the direction of the local ITP.

He / She will be responsible for maintaining VW Chattanooga s help desk 24X7 and working with other VWAG Help Desk and partners to ensure speedy resolution of request.

This individual specializes in delivering of first level support solutions for the production connected systems.

This individual is responsible for documenting the processes necessary to maintain such an environment and understanding the technology solutions that are used to support business processes.

This individual works directly with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users.

This individual will be involved in supporting all defined facility processes and works to improve service delivery.

This individual is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of priority instances and reviewing preemptive warnings to avoid critical issues.

This individual will identify and report on key performance indicators to assure availability of the production systems. This individual will be responsible for ticket auditing and reporting.

This position owns operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary coordinating with internal resources and 3rd parties suppliers on VW s behalf to reach a resolution under tight timelines (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

(2.) To maintain high login Efficiency (Availability) for customers.

(3.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.

(4.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.

(5.) Work on value adding activities such Knowledge base update and self development.

(6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.