Company Description
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
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Read and understand statement of work for assigned account(s) and ensure support team adherence to contracted service support.
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SLA performance & attainment.
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Primary interface for area management.
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Primary interface for customer.
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Customer satisfaction as it relates to operations.
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Continuous improvement (always looking for new and improved ways to get the job done).
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Process documentation and adherence.
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Training supervisors and process analyst.
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Coaching and mentoring supervisors and process analysts.
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Performance management for supervisors and process analysts.
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Performance management for non-exempt employees.
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Volume forecasting and staffing.
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Cost to budget performance.
Qualifications
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2-4 years’ experience in helpdesk services or deskside support
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High School grad
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Expert understanding of the MS Suite with a focus on MS Excel
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Ability to document processes and procedures
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Excellent communications skills
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Coaching and mentoring skills
Additional Information
All your information will be kept confidential according to EEO guidelines.
