Works with a small team of Help Desk Analysts to cover 24X7 situational support for all 15,000+ Infor professionals located in 200+ offices worldwide.
Support needs to be provided on a variety of unrelated requests received via email. Requires proper questioning to fully understand the situation, familiarity with available tools / content to determine the most efficient and quickest way for the employee to get an answer.
The Situation Analyst will rarely be able to answer the employees’ questions, but his / her responsibility is to know where the employee has to go to get the answer.
The Situation Analyst will be given a modest knowledge base at the start of this program, and will be responsible for maturing it as exposure to new questions are posed and resources / solutions are identified.
The Situation Analyst will be required to document all inquiries into a tracking system for reporting purposes.
Carry out the day to day operations with minimal or no supervision.
Adhere to the established processes / procedures to ensure and add value to the situation desk function
Analyze the incoming service requests and provide guidance and direction quickly
Identify high priority critical issues and escalate as provided in an Escalation Process’
Provide quality customer service to every employee
Demonstrate a thorough knowledge of all aspects of department operation and systems
Adhere to Company policies as defined
Work in a team environment with co-workers to research employee situations and find solutions
Manage workload effectively and provide accurate accounting of work and time allocation
May have additional responsibilities
Be flexible to provide support to customers after hours or on weekends as and when needed
Must be able to work Flexible shifts
Handle special projects with no degradation of ongoing assignments and responsibilities.
Accept assignments with open, cooperative, positive and team-oriented attitudes.
EDUCATIONAL / SKILL / EXPERIENCE REQUIREMENTS
Bachelor’s degree in any field (preferred in Information Technology)
Two plus years of work experience in Business Process Outsourcing as customer support or back office representative
Exposure to incident management process and customer facing roles
Previous computer knowledge and software tools : Windows 7 / XP, MS Office, Collaboration and Messaging Tools
Excellent verbal and written communication skills
Call control as appropriate for an internal corporate IT helpdesk and probing skills as relevant to the issue and level of the caller
Solid analytical skills; excellent troubleshooting, listening and problem-solving skills
Attention to detail, organization skills, multi-tasking required
ITIL (Information Technology Infrastructure Library) Foundation Certification
Awareness of IT Internal Controls, SOX compliancy etc.
Exposure to any ITSM ticketing systems like ITSM, Service Center, BMC, Unicenter etc.
Ambient workspace availability at home
High speed broadband connection with sufficient backup