Senior IT Analyst

4 days ago

Hamilton, Texas, United States HCL Technologies Full time
Job Title: Senior IT Analyst

Job Summary:

We are seeking a highly skilled Senior IT Analyst to join our team. The successful candidate will be responsible for providing technical support and guidance to our IT infrastructure and services organization.

Key Responsibilities:

  • Operate responsibility in incident, problem, and configuration management in support of VW Production environment.
  • Support the IT Infrastructure and Services organization in defining, documenting, supporting, and validating processes necessary to maintain Chattanooga Help Desk Operations.
  • Provide first-line service delivery to handle critical and day-to-day requests from users.
  • Work with application teams, server teams, and business units to provide coordination services under the direction of the local ITP.
  • Maintain VW Chattanooga's help desk 24X7 and work with other VWAG Help Desk and partners to ensure speedy resolution of requests.
  • Specialize in delivering first-level support solutions for production-connected systems.
  • Document processes necessary to maintain such an environment and understand technology solutions that support business processes.
  • Work directly with other support teams and business process owners (and technology users) to identify and improve support delivery to end-users.
  • Support all defined facility processes and work to improve service delivery.
  • Review, log, and maintain monitoring solutions designed to provide alerts in case of priority instances and review preemptive warnings to avoid critical issues.
  • Identify and report on key performance indicators to assure availability of production systems.
  • Be responsible for ticket auditing and reporting.
  • Own operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary, coordinate with internal resources and 3rd-party suppliers on VW's behalf to reach a resolution under tight timelines.

Requirements:

  • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.
  • To maintain high login Efficiency (Availability) for customers.
  • To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
  • To update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be.
  • Work on value-adding activities such as Knowledge base update and self-development.

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