Reads and comprehends customer handling instructions in the ticketing system
Logs into assigned splits/queues to answer designated calls into the Managed Service and Support Center (CSC)
Creates Ivanti cases to track all customer-related work received
Follows up with customer contacts to ensure satisfactory completion of work
Ensures compliance with designated contracts for managed services customers
Manages internal resources and business partners to meet contractual SLA requirements
Triages calls, emails, and work requests by severity, gathers appropriate initial information, and begins the resolution process; completes work when possible
Utilizes Power BI reports to monitor and analyze customer support metrics such as: Technician and resource utilization, Ticket hygiene (accuracy, completeness, and timeliness of case updates), SLA performance trends, Ticket backlog and volume patterns
Identifies data-driven opportunities to improve efficiency, customer experience, and service quality
Prepares and presents analytic findings to management to support decision-making related to staffing, workload balancing, and team skill development
Assists with maintaining data integrity in reporting tools and recommending enhancements to analytics dashboards
Supports continuous improvement by recognizing recurring issues and proposing actionable insights based on data patterns

Experience working in an external customer-facing environment for support
Strong computer skills and working knowledge of general business applications, including MS Word and Excel
Excellent oral and written communication skills in English
Ability to demonstrate high standards of conduct and ethics as well as sound judgment, independence, and discretion
Strong analytical, interpersonal, and relationship‑building skills
Strong work ethic and personal drive to excel
Strong sense of urgency and commitment to get the job done
Strong negotiation, coordination, and conflict resolution skills
Ability to use (and learn new) complex systems, technologies, and applications
Ability to adapt to change quickly and multi‑task
Basic understanding of data analytics concepts and willingness to learn tools such as Power BI (New)
Junior or senior status in a degree program at a 4‑year accredited college/university
Pursuing a bachelor’s degree in business, data analytics, information systems, or related field
Minimum cumulative 3.2 GPA
Exposure to data visualization or reporting tools (e.g., Power BI, Tableau, Excel analytics features) is a plus (New)

Ability to handle multiple priorities and demands in a fast-paced environment
This job operates in a professional office environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Case Analyst Intern

Key skills