Global Helpdesk Analyst

Performs analysis & recommends improvements to the routing experience, CTIs, etc. Improves customer experience: Partners with RE&F teams for regular ticket analysis, value added support. Proactive reporting to identify trends and risks in the HD and RE&F workflows/tickets/work orders. Establish a rhythm of business ROB and continuous improvement opportunities. Partners with SSC & works closely with customer experience team for NRR output & improvements. Oversees protocol for aging tickets & escalates non-compliant items.

• Maintain and update the companys centralized data repository, ensuring data integrity and accessibility
• Gather, clean, and organize data from various sources to support reporting and analysis
• Develop and automate the production of daily, weekly, monthly, and quarterly reports
• Analyze data to identify meaningful patterns, trends, and insights
• Present findings and recommendations to stakeholders in a clear and actionable manner
• Collaborate with cross-functional teams to understand business requirements and provide data-driven solutions
• Research and recommend improvements to data collection, storage, and analysis processes
• Stay up-to-date with the latest data analysis tools, techniques, and industry best practices

• Bachelor s degree in Computer Science, Information Management, or a related field.
• Data Management: Proficiency in database systems, data reporting, and data presentation. Must ensure data integrity and accessibility.
• Analytics: Strong analytical skills with the ability to identify trends and derive actionable insights from complex datasets.
• Visualization: Expertise in data visualization tools to create clear, impactful reports and dashboards.
• Business Acumen: Ability to understand business objectives and translate data findings into valuable recommendations.
• Communication: Excellent verbal and written skills to present complex information clearly to diverse stakeholders.
• Technical Adaptability: Proficiency in relevant data analysis tools and programming languages. Commitment to continuous learning in this rapidly evolving field.