IT End User Enhancement Specialist
1 month ago
Position: IT End User Enhancement Specialist
Location: Las Vegas, NV
Job Description:
- IT End User Enhancement Projects and Delivery
- Assist in the delivery of IT end user enhancement projects to improve user experience and operational efficiency.
- Coordinate project activities to ensure timely delivery, adhering to established timelines and constraints.
- Process & Procedure Development
- Aid in driving improvements in Helpdesk (HD) and Desktop Support processes to enhance service delivery.
- Assist in developing and documenting control processes for existing and/or new systems.
- Hardware Refresh
- Support the management of hardware refresh initiatives, ensuring minimal disruption to end users.
- Coordinate with vendors and internal teams to ensure smooth implementation.
- Control Process Development or Change
- Help develop or modify control processes to improve efficiency and compliance.
- Ensure processes are documented, communicated, and followed consistently.
- Vendor and Performance Metrics
- Assist in developing metrics to measure vendor behaviors, performance, and drive changes.
- Analyze vendor performance data to identify areas for improvement.
- Training Development and Execution
- Support the design and implementation of training programs for IT support staff and end users.
- Ensure training materials are up-to-date and relevant.
- System Verification (Testing)
- Assist in system verification and testing to ensure new implementations meet requirements.
- Identify and resolve issues during the testing phase.
- Operational Transition Support
- Provide support during the transition of new systems or processes into operational use.
- Ensure a smooth handover and minimal disruption to services.
- Desktop Support / HD Knowledge Management and Documentation
- Maintain and improve knowledge management systems for desktop support and helpdesk.
- Ensure documentation is accurate, up-to-date, and easily accessible.
- SNOW Process Inspections and Ticket Audits
- Conduct regular inspections of ServiceNow (SNOW) processes to ensure compliance.
- Perform ticket audits to ensure quality and adherence to processes.
- Audit Assistance
- Assist with internal and external audits related to IT processes and procedures.
- Provide necessary documentation and support during audit activities.
- Call Quality Measurement and Analysis
- Measure and analyze call quality for call center agents.
- Develop strategies to improve call quality and customer satisfaction.
- Call Center Agent and Call Center Metrics
- Track and report on call center agent performance and overall metrics.
- Identify trends and provide recommendations for improvement.
- Survey Evaluation
- Analyze survey data to gauge end user satisfaction and identify areas for improvement.
- Implement changes based on survey feedback to enhance user experience.
Regards
Patrick Fernandez
Talent Acquisition Group - Strategic Recruitment Manager
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