Deskripsi Pekerjaan
Join Insight Enterprises as a Senior IT Data Analyst and become a catalyst for data-driven excellence in IT service delivery. In this pivotal role, you'll transform raw service desk data into actionable intelligence that optimizes performance, enhances customer satisfaction, and drives strategic IT decisions. You'll own the end-to-end analytics process – from data collection and cleaning to advanced trend analysis and visualization using PowerBI. Your insights will directly impact service level agreements (SLAs), helping identify bottlenecks, forecast capacity needs, and implement continuous improvement initiatives. Collaborate closely with cross-functional IT teams to translate complex data into clear recommendations for leadership stakeholders. This position offers the opportunity to shape IT service quality metrics and contribute to a culture of operational excellence within a global technology leader.
Tanggung Jawab
- Collect, clean, and analyze IT service desk data to identify performance trends and improvement opportunities
- Develop and maintain comprehensive SLA reports with PowerBI dashboards to track KPIs and service metrics
- Collaborate with IT operations teams to define data requirements and deliver actionable insights
- Monitor service level agreements and performance thresholds, providing early warnings for potential breaches
- Design automated reporting systems to enhance data accuracy and reduce manual reporting efforts
- Present complex analytics to non-technical stakeholders through compelling visual narratives
- Lead data-driven initiatives to optimize IT service delivery and customer experience
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Statistics, or related field
- 3+ years of experience in IT data analysis with focus on service desk operations
- Advanced proficiency in PowerBI for creating interactive dashboards and reports
- Expert knowledge of SQL and database management for complex data extraction
- Experience designing and implementing SLA reporting frameworks
- Strong analytical skills with ability to translate data into business recommendations
- Excellent communication skills for presenting technical insights to diverse audiences