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