NASCO

Analyst

• Provides 1st line technical support for several assigned areas of NASCO Operations; answering support queries via phone and email
• Demonstrates readiness by logging into the phone system when your shift time begins and continue to stay logged onto the system unless coverage is supplied by another Solutions Center Analyst
• Responds to user problems and retains ownership of user problems and is proactive when dealing with user issues by working with more experienced peers or team lead
• Inputs all calls on the call tracking system by close of business in order to officially register the issue so it can be worked through the appropriate processes and procedures
• Responds to inquiries from clients and helps them by resolving any issues related to the NASCO Processing System, hardware or software related problems or any other request where assistance is needed
• Assists in maintaining a log of any application, software or hardware problems detected which could denote an outage and show a sense of urgency by escalating through the proper documented channels for immediate support
• Escalates more complex support calls through Solution Center Analyst II, the NCSC Team Lead and then on to level II (PAC’s, Deskside Support, Application Support) and III (NDT) support
• Reports any important information (any Severity I and Severity II issues) to Management Team