* IT Support Analyst monitors team performance of inbound ticket queues to ensure service targets and goals are met on a day to day basis. * Prepares team performance reports and presents in Weekly/Monthly Operation Review Meeting with Level 2 groups. * Helps newly hired employees to successfully integrate to their agent/analyst role. * Assists firstline manager in coordinating operational activities on the floor (e.g. resource coverage). Also provides technical support, coaching, and training (may include certification) to Level 1 agents on incident resolution. * Responds to escalations by working with stakeholders. The IT Support Analyst are aware of business developments and form partnerships with Level 2 groups to ensure operational efficiencies. * The work requires deeper & potentially specialized knowledge of supported customers and their technology, products, services, or business processes. * Actively pursues technical and quality improvements via innovative solutions in the Problem and Knowledge Management processes. * Acts as the Knowledge Coach by defining technical solutions for new products and services or solutions to resolve identified issues with current products and services in partnership with Level 2 and Level 3 Engineering teams.
* Bachelor Degree in Computer Science, IT or related fields. * 1-3 years in SAP Warehouse Management experience, strong communication and written skills in English, passion in supporting high urgency customer with great analytical skills. Other SAP background could be considered for this position.
Inside this Business Group
Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.
Intel is a developer and manufacturer of microprocessors and other semiconductor components.