ISS GLOBAL IT HELPDESK QUEUE CO-ORDINATOR #29005 | SunGard | TN–Tunis–BP 130 1082; IN-Pune

ISS GLOBAL IT HELPDESK QUEUE CO-ORDINATOR #29005 | SunGard | TN–Tunis–BP 130 1082; IN-Pune

ISS GLOBAL IT HELPDESK QUEUE CO-ORDINATOR

Job ID #: 29005	Location: TN–Tunis–BP 130 1082; IN-Pune
Functional Area: Information Technology	Department: Admin - Human Resources
Position Type: Full-Time Regular	Education Desired: Bachelors Degree or equivalent
Relocation Provided: No
Travel Percentage: 10

Position Description Responsible for ensuring effective ticket handling and management, maximizing productivity and full utilization of resources on shift.  Monitoring of the shift lead dashboard during assigned shift, concentrating on the following activities: • Oversee all open tickets currently assigned to the Global IT Helpdesk and in any of the following statuses to ensure consistent handling and efficiency at all times: o Open o In Progress o Pending Customer o Pending Approval o Pending Vendor • Continual monitoring of tickets and efficient assignment of tickets to staff on a minute by minute basis and based on priority matrix. • Ensure prompt follow up on tickets marked for call back or where a recent user update has been flagged. • Monitor shift lead dashboard queues for any mis-assignments and correct accordingly. • Monitor and manage Taske phone dashboard to ensure all available resources are logged in and in a “ready to take call” status. • Point of contact for escalations taking ownership for monitoring and tracking through to resolution, plus ownership of internal corrective actions to minimize repeat cases in the future. • In collaboration with Helpdesk Supervisors, provide an independent eye on staff performance and ensure corrective actions are being implemented and tracked. • Assign activities to be carried out by weekend coverage staff. • Identify trends or high call volumes that indicate critical issue is in progress and consult with Incident Manager on action to be taken.  Manage process for communicating outage/critical issue to the organization. • Perform Queue Co-ordinator handover process at the end of each shift. • Produce statistics and management reports on daily, weekly, monthly focused towards productivity, staffing, phone calls, etc. • Receive notifications of scheduled changes and notify Global IT Helpdesk team accordingly. • Liasion with change advisory board. • Attend weekly team meeting to share updates, raise any concerns and contribute to solutions. Position Requirements • Excellent organizational skills with the ability to work calmly under pressure, multitask and prioritize to ensure deadlines are met. • Excellent written and verbal communication skills. • Good analytical skills. • Graduate with technical based degree. • Intermediate level knowledge of MS Excel and advantage. • Proven ability to coordinate with multiple, diverse stakeholders to get required information • Ability to execute work independently with minimal supervision while working collaboratively with global teams in various time zones in a 24x7 global work environment • Open to working in non-standard shift hours, and occasionally in odd hours SunGard Financial Systems provides mission-critical software and IT services to institutions in virtually every segment of the financial services industry. The primary purpose of these systems is to automate the many detailed processes associated with trading, managing investment portfolios and accounting for investment assets. These solutions address the processing requirements of a broad range of users within financial services, including asset managers, traders, custodians, compliance officers, treasurers, insurers, risk managers, hedge fund managers, plan administrators and clearing agents. In addition, we also provide professional services that focus on application implementation and integration of these solutions and on custom software development.

Recruitment at SunGard Financial Systems works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. SunGard does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

SunGard is an Equal Opportunity employer - with a real commitment to managing diversity and ensuring equality of opportunity for all. Please note all offers are contingent on successfully passing the pre-employment checks. These may include: Previous Employment Highest Education Directorships Career Gap Analysis Extended Blacklists Credit Check Basic Criminal This list is not exhaustive. http://careers.peopleclick.com/careerscp/client_sungard/external/jobDetails.do?functionName=getJobDetail&jobPostId=62212&localeCode=en-us