Sr. Analyst- IT Global Service Desk @ Momentive Performance

Key Tasks and Deliverables:

• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI s
• Pro-actively identify and communicate potential bottlenecks, problems and operational adjustments that improve the stability of IT operations.
• Identify key areas and support knowledge management based on IT Incidents and Service requests.
• Per requirements support IT projects and initiatives for testing, validation and document creation.
• Drive skillset improvement, knowledge sharing and intergroup training within the IT Service Desk Analyst to drive continuous service improvement (SME structure).

Position Objectives:

• Effectively resolve IT Incidents and IT Service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.
• Primary contact person for first line Incident resolution, knowledge sharing, coordination and communication of information required to be shared with other IT Service Desk Analysts.
• 24x7 support
• Provide support and feedback related to testing, validating and coordinating IT projects and IT Service process improvements based on resource availability.
• Proactively coordinate and communicate activities during major incident process
• Identify and implement process opportunities to drive First Call Resolution improvement and reduce service interruptions to the organization.
• Continuously monitor, evaluate and evolve the IT Service desk processes and best practices to increase effectiveness and maturity of IT service and drive operational stability. Main input for knowledge and problem management opportunities.
• Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.

Key Metrics (KPIs):

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys
• IT Service Operations metric (Incident, Problem, Request Fulfilment)

Key Relationships:

• Internal: End-users, Senior IT management, 2nd and 3rd line IT support groups and their manager.
• External: Software vendors and service providers. Third parties that host applications for Momentive across the region.

Accountabilities:

• Primary contact person for first line Incident resolution Service Request fulfillment;
• Knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts;
• Have SME role in IT Service Operations area, drive process improvements and metrics
• Provide main input for knowledge management opportunities;
• Accountable to ensure adherence to IT policies and processes.

Decision Making Authority:

• Prioritization of IT support issues based on defined processes. Coordinate request fulfillment with other internal and external IT support groups