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| Job Title: | Help Desk QA Analyst *Clearance Required* 2013-1554 |
| Organization: | NetCentrics Corporation |
| Region: | DC Metro Region |
| Description: | NetCentrics is looking for an experienced IT Help Desk Quality Assurance Analyst to support our Department of Defense (DOD) customer, working in Alexandria, VA. This position is open only to candidates with an active DOD security clearance. Specific duties include: -Review and provide quality analysis on ticket data, detect issues and provide solutions for performance improvement -Analyze tickets for weekly and monthly KPIs/metrics and provide ad hoc reports for management and customers -Determine and provide trends on daily/weekly/monthly performance on various aspects of the contract and well as staff performance on ticket resolution -Monitor on a daily basis procedures that have been implemented and document the results to show improvement status -Ensure program deliverables such as SOPs, plans, and reports are delivered on-time and meet quality standards including leading review -Coordinate sessions with government POC's -Provide guidance and support to program management on compliance with internal NetCentrics policies, procedures, and standards -Monitor and report to management long-term trends of queues for SLA compliance -Provide advice on potential process improvement for general ticket and queue management -Perform document review, product audits, and process audits -Provide strategic direction and coordination of training efforts -Conduct daily reports on service desk performance relating to existing Service Level Agreements and standard customer reporting requirements -Analyze and monitor ticket system data input by agents for quality errors, including, but not limited to, syntax, process follow, spelling and grammar -Monitor in-systems for delivery, level of effort, and quality of services provided by Service Desk Agents -Monitor and review ticket queues on a daily basis to ensure that each ticket has been updated -Generate daily/weekly/monthly reports on status of tickets; incident trends -Ensure tickets that do not meet standards are identified and corrected -Validate proper ticket impact/urgency based upon standardized work processes to ensure compliance Position Requirements: -Minimum 2 years experience utilizing remedy and running reports from Remedy -Minimum 1 year experience in performing analytical tasks -Quality Control/Quality Assurance experience for the Service Desk including statistical analysis, problem management techniques and process improvement techniques -Knowledgeable on the Incident Management Process -Knowledgeable on the ITIL process -Customer Management Skills -Perform document review, product audits, and process audits -Excellent oral and written communication skills -Active Secret Clearance required Core Competencies Skills and Attributes: -Knowledgeable and experienced in using Remedy (1 year minimum) -Conduct analysis and run reports from Remedy -Ability to work as a team player -Attention to detail -Excellent customer service -Be able to think "Outside the box" -Provide solutions -Able to document procedures -Experience with quality assurance processes -Knowledgeable with Microsoft office suite. Ability to utilize and organize data into reportable graphs -Knowledge and experience with Avaya call management system/ACD solution and reporting functions -HDI Certifications NetCentrics Corporation is an Equal Opportunity Employer (M/F/D/V). |
| Contact: | Sherry Burks |
| Phone: | 703-714-7345 |
| E-Mail: | recruiting@netcentrics.com |
| Website: | http://careers-netcentrics.icims.com |
| Closing Date: | July-24-13 |
