Associate Technical Analyst - Service Desk

Location: IN - Bangalore 24/7 | Job-ID: 217357 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities? Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

Responsible for overseeing and coordinating the entire incident management process within the organization. This role involves identifying, assessing, prioritizing, and resolving incidents to minimize their impact on operations. The Incident Manager will work closely with various teams to ensure that incidents are effectively managed and that lessons learned are applied to prevent future occurrences.

Operational hours – 24/7 (Rotational Shifts & no fixed Week Offs) includes night shift

Process – Calls & Chats / Email / Requests

5 days work from Office Mandatory

What you’ll need

Request Intake:

Receive and document incoming requests via various channels (email, phone, ticketing system, etc.).

Request Triage:

Evaluate and prioritize requests based on established criteria, urgency, and impact on business operations.

Assignment:

Assign requests to appropriate individuals or teams based on their nature and complexity.

Documentation:

Maintain detailed and accurate records of all requests, including relevant information, actions taken, and resolutions.

Communication:

Keep requesters informed of the status, progress, and estimated resolution times.

Follow-up:

Monitor the status of open requests and escalate as necessary to ensure timely resolution.

Quality Assurance:

Ensure that requests are handled in accordance with established policies, procedures, and service level agreements (SLAs).

Reporting:

Generate and analyze reports on request management performance, identifying trends and areas for improvement.

Experience & Education:

• Bachelor's degree in a relevant field or equivalent work experience (10+2+3 Graduation mandatory)
• 6 Months – 3 Year in Service Desk (Calls & Chats / Email / Requests)
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Problem-solving and critical thinking abilities.
• Excellent problem-solving and analytical skills, Strong communication and interpersonal skills.
• Ability to work collaboratively in a team with 24/7 work environment.

About us

Computacenter is a leading independent provider of IT infrastructure services. We have about 17,000 employees worldwide who are accompanying our international customers on their path to digital transformation.

Our team of professionals serves corporate and government clients in a variety of industries. We support around 4.2 million users from our Global Service Desk. They are in more than 70 countries and speak 30 languages.

At our service desk locations, you can expect a dynamic, international and informal work environment with flexible work schedules and various offers for professional and personal development. Our informal atmosphere and the strong feeling of belonging makes you feel like being part of a great community.

Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether