- Coordinate with service provider to set expectations on processes and SLAs for all services provided in walk-up support space.
- Interview, select, and train support agents to create a team equipped to run a successful implementation of desk-side support.
- Set schedules for support agents to ensure we are staffed to be responsive to walk-up support traffic, as well as hosting laptop onboarding sessions.
- Audit new hire device bundles before laptop delivery classes and ensure all hardware is provisioned correctly.
- Host laptop delivery classes for new hires, providing training and assistance with device setup, general technology orientation, and best practices.
- Review requests and queues regularly to ensure SLAs are met and that processes are followed correctly.
- Work with process documentation analyst to influence the design and documentation of all work processes under walk-up support, technology vending machines, and preparation for onboarding classes.
- Collaborate with ServiceNow developers by sharing potential improvements to forms, process flows, or automations that better align with business needs.
- Coordinate device returns and deliveries with Device Lab, ensuring each device is tracked and accounted for including return reasons and known issues with hardware.
- Dispatch support agents to restock vending machines, as well as diagnose and fix issues when they arise.
- Keep exact records on hardware inventory for vending machines, coordinating with asset manager to maintain a level of supply that ensures consistent availability.
- Design and implement enhanced desk-side services to better serve customers across Atlanta-area campuses.
- Able to delegate and set expectations effectively for a small team
- Extremely detail-oriented and consistent in process
- Strong problem-solving ability
- Highly collaborative
- Excellent written and oral communication
- ITIL Foundation
- Microsoft Security, Compliance, and Identity Fundamentals
- Apple Certified Support Professional
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Sr. Business Analyst, Walk-up Technology Support - Atlanta, United States - Chick-fil-A
Description
Responsibilities
Minimum Qualifications
Preferred Qualifications
Minimum Years of Experience
3Travel Requirements
10%Required Level of Education
Bachelor's degree or equivalent experiencePreferred Level of Education
Bachelors Degree
