Program Analyst - IT, IT Voice Support role

Have close working relationships with IT support teams, IT service management, business and IT security teams to ensure prompt and appropriate management of user access requests and incidents

Process client s requests in line with the organization s security policies, existing mainframe access control lists

Display the highest standards of professionalism, email etiquette and ownership in handling each request and driving it to resolution

Display a team-spirit and work in cohesion to effectively manage requests and sub-tasks

Manage Deliverables for Voice and Chat support Access provision on systems within the scope of Offshore team Routing requests to resolution groups when incidents are not within the scope of the offshore team

Monitoring the status and progress toward resolution of all open incidents

Provision of access as per user requirement Keeping requestors informed on progress made

Assignment of the incidents, escalating the process related matters, if necessary

Co-ordination with other support teams and closure Communicate with Aviva employees, including contractors & vendors, via telephone, email, and other electronic communications regarding requests & their resolution

Coalesce with sister departments to lend completeness to a request while retaining ownership of the request and being the face of AVIVA IT division to the employee