IT Analytics & Reporting/Crystal Reports/HP Reporting Tools/Help Desk/TS Clearance Job in Chantilly, Virginia US
IT Analytics Reporting/Crystal Reports/HP Reporting Tools/Help Desk/TS Clearance
Opportunity with CSC Customer in Chantilly VA. Seeking qualified candidates with Crystal Reports, HP Reporting Tools, and at least 4 years of EMOC / Help Desk experience. Also need experience with First Call Resolution (FCR) Practices and processes. The Global Service Desk Analytics Analyst role provides the Service Desk operation the leadership and focus to improve ticket resolution on first call, and identify opportunities for L0 and problem prevention initiatives. The goal of the Analytics Analyst is to identify opportunities for reducing tickets dispatched from Service Desk to other Product Lines, repeated incidents and client self help solutions. This goal has a direct impact on cost savings to the Account and to CSC as a whole as well as improving customer satisfaction. SPECIFIC RESPONSIBILITIES INCLUDE THE FOLLOWING: Work as a team with Service Desk operation to implement First Call Resolution (FCR) practices and processes Identify opportunities to improve ticket resolution. Eg. scripts, training Monitor FCR improvement progress by keeping track of raw FCR, action items and opportunities progress Ensure awareness and understanding of FCR initiatives within Service Desk Advise and assist both staff and Management on FCR matters Highlight FCR performance to Management through weekly/month reports Provide monthly status report on FCR activities for the Account Assist with identification of CSAs who need training. Collaborate with Service Desk and Product Line to drive 3210 success Monitor performance of 3210 and highlight areas of concern Identify L0 and problem prevention opportunities Identify operation efficiency opportunities (eg. correct STC usage) Essential Job Functions Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives. Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests. Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner. Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements. Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives. Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies. Provides leadership and work guidance to less experienced personnel. Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships. Qualifications Only candidates with an ACTIVE Top Secret Clearance and above will be considered. Must be willing to clear to TS/SCI with CI Poly, if necessary. Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelor's degree in computer science or related field preferred Four or more years of technical support experience Experience working with company products and operating systems Experience working with solving computer-related technical problems Experience working with company escalation policy Experience working with relevant deployment strategies and methodologies Other Qualifications Strong interpersonal skills for interacting with team members and clients Strong communication skills Organization skills to balance and prioritize work Strong analytical and problem solving skills Leadership skills to guide and mentor the work of less experienced personnel Willingness to travel