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Associate Technical Analyst

Associate Tech Analyst

  • Create an annual & periodical forecast of the Service Desk’s work demand, considering historical data, trends, seasonality and special periods. 

  • Validate the forecast with SD Management, gather feedback from Management or Customer and consider changes in the Desk impacting the forecast. 

  • Design a time off plan, considering the forecast and employees’ leave demand. 

  • Build an annual ‘Hiring Plan’ including forecast, time off plan and other KPIs. 

  • Establish an effective communication channel with SD Management by having regular meetings. 

  • Produce a variety scheduling analysis to ensure optimal schedules and provide staffing recommendations. 

  • Pro-active analysis of trends and practices across the team 


Skill required 


  • Proven experience as Workforce Management Resource Scheduler/Planner 

  • Proven Excel and Data Analysis experience with Intermediate knowledge of formula definitions 

  • Must have strong mathematical and statistical skillset to maintain accurate data reporting 

  • Excellent attention to detail, ensures accuracy of data. 

  • Plans & organises own workload and the team’s or others  

  • Excellent Interpersonal skills and ability to build relationships at all levels 

  • Ability to work in a fast-paced organisation 

  • Open to ad-hoc support round the clock 



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