PurpleDrive
Irvine, CA
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Job Description :
Position : Service Desk Analyst

Location : Sharonville, OH 45241

Duration : 12+ Months

Required Skills:

Assessment of the AS-IS Service Desk of each OpCo

Perform a detailed Ticket Analysis and Documenting the AS-IS processes and procedures

Identification of Ticket Assignment/Resolver groups and Ticket Routing process flow

Get a detailed understanding from the OpCo on the hardware/software to be supported

Creating the initial plan to integrate OpCo into to the Centralized Service Desk and leverage DBS ServiceNow as the central ticketing tool and end-user portal

Identify and Document the Change Management Processes to be followed towards Service Desk integration, transition and consolidation

Alignment of the OpCo Customer expectations to DBS Standards
             

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