Associate Technical Analyst
Associate Tech Analyst
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Create an annual & periodical forecast of the Service Desk’s work demand, considering historical data, trends, seasonality and special periods.
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Validate the forecast with SD Management, gather feedback from Management or Customer and consider changes in the Desk impacting the forecast.
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Design a time off plan, considering the forecast and employees’ leave demand.
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Build an annual ‘Hiring Plan’ including forecast, time off plan and other KPIs.
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Establish an effective communication channel with SD Management by having regular meetings.
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Produce a variety scheduling analysis to ensure optimal schedules and provide staffing recommendations.
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Pro-active analysis of trends and practices across the team
Skill required
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Proven experience as Workforce Management Resource Scheduler/Planner
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Proven Excel and Data Analysis experience with Intermediate knowledge of formula definitions
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Must have strong mathematical and statistical skillset to maintain accurate data reporting
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Excellent attention to detail, ensures accuracy of data.
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Plans & organises own workload and the team’s or others
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Excellent Interpersonal skills and ability to build relationships at all levels
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Ability to work in a fast-paced organisation
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Open to ad-hoc support round the clock