Data Analyst

The Data analyst will develop and maintain standard reports, as well as analyze and identify key trends for the Help Desk team. The role is also responsible for performing data extraction, aggregation, transformation, management, and quality reviews of data from multiple data sources for use in reporting and analytics.

Responsibilities include:

• Create dashboards and context-relevant visualizations for senior leadership to provide transparent performance-tracking of help desk teams

• Build effective leading/lagging KPIs that enable improvement of help desk operations and costs

• Leverage multiple data sources to create centralized repository of help desk data, ensuring single source of truth and rapid data access to larger organization

• Formulate techniques for effective data collection, data management, and data reliability, to ensure accuracy and legitimacy

• Collaborate with internal and external experts to design and enable AI and cloud-based capabilities that seek to modernize help desk operations

Required Skills

• 2 - 4 years of relevant experience and/or education

• Proficiency in Power BI, Power Platform, and Microsoft 365 products

• Proficiency in SQL and ETL processes

• Strong verbal, written, and data visualization communication skills

• Strong collaboration and teamwork skills

• Strong analytical and critical thinking skills

Nice-to-Have

• Familiar with IT help desk or contact center industry practices

• Familiar with IT service management and service delivery principles

• Adept in Python and relevant libraries for data analysis

• Understanding of advances in AI, particularly in NLP, transformers and attention mechanisms, and related AI models/products

• Understanding of data quality and data governance practice