Process Analyst

nscglobal provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. nscglobal is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization. Job Description Responsibilities Read and understand statement of work for assigned account(s) and ensure support team adherence to contracted service support. SLA performance & attainment. Primary interface for area management. Primary interface for customer. Customer satisfaction as it relates to operations. Continuous improvement (always looking for new and improved ways to get the job done). Process documentation and adherence. Training supervisors and process analyst. Coaching and mentoring supervisors and process analysts. Performance management for supervisors and process analysts. Performance management for non-exempt employees. Volume forecasting and staffing. Cost to budget performance. Qualifications 2-4 years’ experience in helpdesk services or deskside support High School grad Expert understanding of the MS Suite with a focus on MS Excel Ability to document processes and procedures Excellent communications skills Coaching and mentoring skills Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr