Senior Operations Analyst
Company Name:
Dana Corporation
Senior Operations Analyst
Job ID #: 10030
Location: Humboldt TN USA - Humboldt, TN, US - 899 Dana Dr - 618
Profession: Information Technology
Employment Type: Full-Time Regular
Education Required: Bachelors Degree
Relocation Provided: None
Experience Required: 5 - 7 Years
Description / Requirements
POSITION SUMMARY
The Field Support Analyst is single point of ownership for customer issues.
o The Field Support Analyst should/must
o Be aware of and execute the Dana support processes and have the ability to effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
o Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
o Relate well to customers and understands the production environment.
o Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.
o Actively seeks feedback from customers on ways to potentially improve the support process and relationships
IV. RESPONSIBILITIES
o Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool.
o Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
o Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
o Talks to user to learn procedures followed and source of error.
o Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.
o Investigates and resolves computer software and hardware problems of users:
o Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.
o Understands customer s business processes and prioritizes or applies priorities to service desk tickets accordingly
o Diagnoses customer issues and assigns appropriate support, if outside scope of support.
o Promotes customer relations in tune with company plans and policies
o Installs and maintains end user hardware and software
o Works with next level of support
o Escalates problems according to defined processes
o Provides training and guidance to users to prevent user based error from reoccurring
o Creates, maintains, and manages site specific documentation
o Collaborate with other service teams to ensure efficient operation of the company s end user computing environment.
o Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.
o Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets.
o Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.
o Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.
o Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes.
o If necessary, liaise with third-party support and equipment vendors for site specific support issues.
o Take active role in personal career development and personal performance management process.
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.Estimated Salary: $20 to $28 per hour based on qualifications.
Dana Corporation
Senior Operations Analyst
Job ID #: 10030
Location: Humboldt TN USA - Humboldt, TN, US - 899 Dana Dr - 618
Profession: Information Technology
Employment Type: Full-Time Regular
Education Required: Bachelors Degree
Relocation Provided: None
Experience Required: 5 - 7 Years
Description / Requirements
POSITION SUMMARY
The Field Support Analyst is single point of ownership for customer issues.
o The Field Support Analyst should/must
o Be aware of and execute the Dana support processes and have the ability to effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
o Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
o Relate well to customers and understands the production environment.
o Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.
o Actively seeks feedback from customers on ways to potentially improve the support process and relationships
IV. RESPONSIBILITIES
o Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool.
o Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
o Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
o Talks to user to learn procedures followed and source of error.
o Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.
o Investigates and resolves computer software and hardware problems of users:
o Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.
o Understands customer s business processes and prioritizes or applies priorities to service desk tickets accordingly
o Diagnoses customer issues and assigns appropriate support, if outside scope of support.
o Promotes customer relations in tune with company plans and policies
o Installs and maintains end user hardware and software
o Works with next level of support
o Escalates problems according to defined processes
o Provides training and guidance to users to prevent user based error from reoccurring
o Creates, maintains, and manages site specific documentation
o Collaborate with other service teams to ensure efficient operation of the company s end user computing environment.
o Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.
o Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets.
o Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.
o Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.
o Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes.
o If necessary, liaise with third-party support and equipment vendors for site specific support issues.
o Take active role in personal career development and personal performance management process.
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.Estimated Salary: $20 to $28 per hour based on qualifications.
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