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NSC Global: IT Solutions for Digital Transformation

Global IT infrastructure services

Process Analyst

Full-TimeUpdated
No salary listed
Mid
Mason, OH, USA
In Person
Business & StrategyBusiness Operations

About the job

Requirements
  • At least 2 years of experience in helpdesk services or deskside support.
  • High school graduation.
  • Expert understanding of the Microsoft Suite, especially Microsoft Excel.
  • Ability to document processes and procedures.
  • Coaching and mentoring skills.
Responsibilities
  • Read and understand statements of work for assigned accounts and ensure the support team adheres to contracted service support.
  • Monitor service-level agreement performance and attainment.
  • Serve as the primary interface for area management.
  • Serve as the primary interface for the customer.
  • Manage customer satisfaction as it relates to operations.
  • Identify and implement continuous process improvements.
  • Document processes and ensure adherence.
  • Train supervisors and process analysts.
  • Coach and mentor supervisors and process analysts.
  • Manage performance for supervisors and process analysts.
  • Manage performance for non-exempt employees.
  • Forecast volume and staffing needs.
  • Manage cost-to-budget performance.

About the company

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NSC Global: IT Solutions for Digital Transformation

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NSC Global provides IT infrastructure and field services across more than 160 countries. Its offerings include device, network, infrastructure, last-mile and onsite support delivered through service-based models for multinational organizations. Teams source, deploy, maintain and manage technology across distributed offices, stores and operational sites. NSC is a global business-to-business technology services provider rather than a telecom carrier, helping enterprises standardize hardware, connectivity and support where local coverage and coordinated execution are difficult.

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