Job description:

Operative responsibility in incident, problem, and configuration management in support of VW Production
environment.
To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating
processes necessary to maintain Chattanooga Help Desk Operations. He / She will be the first line of service
delivery to handle critical and day to day request from users. He / She will be working with application teams,
server teams, and business units to provide coordination services under the direction of the local ITP. He / She
will be responsible for maintaining VW Chattanooga s help desk 24X7 and working with other VWAG Help Desk
and partners to ensure speedy resolution of request. This individual specializes in delivering of first level
support solutions for the production connected systems. This individual is responsible for documenting the
processes necessary to maintain such an environment and understanding the technology solutions that are
used to support business processes. This individual works directly with other support teams and business
process owners (and technology users) to identify and improve support delivery to the end users. This individual
will be involved in supporting all defined facility processes and works to improve service delivery. This individual
is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of
priority instances and reviewing preemptive warnings to avoid critical issues. This individual will identify and
report on key performance indicators to assure availability of the production systems. This individual will be
responsible for ticket auditing and reporting. This position owns operative responsibility for manning,
maintaining, and delivering phone support, in conjunction with the production control room, for all production
equipment and, where necessary coordinating with internal resources and 3
rd parties suppliers on VW s behalf
to reach a resolution under tight timelines

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.