Technical Support Center Data Analyst

7-Eleven•Enon, OH

1d•$54,000 - $56,000

About The Position

The Technical Support Workflow Coordinator is responsible for managing the daily operations of the IT support queue to ensure timely, efficient, and high-quality resolution of support requests. This role oversees ticket distribution, monitors service levels, and coordinates escalations and incident responses. By tracking key performance metrics and ensuring compliance with IT policies, the coordinator helps maintain operational excellence. The position also involves cross-team communication, process improvement, and supporting the training of support staff, playing a pivotal role in optimizing support workflows and enhancing the overall service experience.

Requirements

Associates/2 Year Degree
2+ years of Relevant Work Experience
Solid understanding of help desk operations, ticket management systems, and troubleshooting processes for end-user technologies (hardware, software, network, point-of-sale systems, etc.).
Excellent verbal and written communication skills, with the ability to relay technical information clearly to non-technical users and leadership.
Experience identifying inefficiencies and contributing to process changes, SOPs, or training to enhance team performance and reduce incident volume
Proficient in ITSM tools (e.g., ServiceNow, Remedy), collaboration platforms (e.g., Teams, Slack), and common enterprise applications (e.g., Microsoft 365).
Ability to support knowledge base maintenance and contribute to training programs that reinforce best practices and consistency

Responsibilities

Monitor the help desk ticketing system in real-time to ensure proper distribution and timely resolution of support requests.
Prioritize and assign incoming tickets based on severity, impact, and available resources.
Ensure SLAs (Service Level Agreements) are met by proactively managing ticket flow and follow-ups.
Balance workload distribution among Technical Support Analysts to maintain efficiency.
Identify and escalate critical or widespread technical issues to the appropriate resolver groups and leadership.
Work closely IT leadership to ensure escalated issues are properly diagnosed and assigned.
Provide real-time support to analysts by assisting with complex cases and ensuring adherence to troubleshooting procedures.
Act as the main point of contact during major incidents, ensuring clear communication and coordination across teams.
Track key metrics such as response times, resolution times, backlog, and ticket aging to identify trends and bottlenecks.
Ensure that all tickets are properly documented with troubleshooting steps, resolutions, and follow-ups.
Monitor adherence to IT policies, security guidelines, and standard operating procedures.
Conduct shift handoff meetings to provide updates on ongoing issues, high-priority tickets, and queue status.
Serve as the liaison between IT support teams and other departments to ensure seamless communication.
Update leadership on queue performance, SLA compliance, and any significant roadblocks impacting service quality.
Identify inefficiencies in ticket management processes and recommend improvements.
Provide guidance and training to the Technical Support Analysts on best practices, ticket handling, and troubleshooting techniques.
Collaborate with leadership to refine workflows and optimize queue management strategies.
Ensure proper use of ticketing systems, dashboards, and monitoring tools to maintain smooth operations.
Report system issues or workflow inefficiencies that impact queue management.