Associate Technical Analyst - Service Desk

Associte Technical Analyst - Servivce Desk

Life on the team

It’s an exciting opportunity for Global Service Coordinator role in Computacenter’s dynamic and rapidly expanding FLS Team. You will bring your knowledge and deliver the quality of services to our customers across the globe and will help us to shape the team. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills.

What you’ll do

• Reliable operation of Ticket-, Ordering- and planning-Tools (SNOW, BMC Remedy, SAP-ERP, Blue Martini), based on training provided
• Quality check and processing of incoming requests and incidents/SWAP (e-mails, phones or any other agreed channel) via ticket tools according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures
• Ensure to keep the agreed KPIs (SLA/ OLA)
• Troubleshooting tooling problems using Standard Operating Procedures
• Recording, qualification, and solution (1st and 2nd level) of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups.
• Providing telephone availability for internal and external customers within the agreed service times – shifts
• Maintain and improve customer satisfaction providing consistent customer experience
• Monitor all tickets and assisting escalations in line with company processes to ensure customer demands are met
• Identify own development needs in line with business objectives and assist in development of team members
• Provide active assistance to Knowledge base maintenance and improvement
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
• Incident Management: mainly validation, ticket preparation, monitoring & documentation, notification, incident fulfilment end to end furthermore technical support in case of system defect and any other tasks described in the Service Description
• Request Management: mainly validation, monitoring & documentation, notification, event monitoring on task level, tool based monitoring of the product business, request fulfilment, complete & closing request, Single Point of Contact for customer and appointment arrangement and technical support in case of system defect and any other tasks described in the Service Description
• Asset Data Handling: mainly assurance for INC and REQ, exception handling, create & update asset information, create &complete asset data when information is missing or wrong, furthermore: monitor end to end asset life cycle, clarification case handling, data discrepancy handling, conducting consultation and clarification interviews when information on unambiguous processing are missing and also any other tasks described in the Service Description
• E2E logistics experience for catering within India with DC/eWay paperwork

What you’ll need

• Fluent in English and in any other relevant support language (if second language is required)
• Proven experience with Customer service and confidence in communication with internal and external customers
• Advanced understanding of IT support and IT Service Management Tools and SAP
• SLA and OLA orientated and can prioritize on urgency and requirements
• Working knowledge of Windows, MS-Office
• Good interpersonal, literacy and numeracy skills
• Works under supervision, team player, able to learn new tasks/areas quickly and willing to progress
• Able to follow instructions and procedures
• Demonstrates an organised approach to work.
• Demonstrates customer service abilities with Routine administrative skills
• Good communication skills
• Independent, result-oriented and structured work under pressure
• Analytical skills to analyse data
• India logistics management experience – experienced with Delivery Challan and eWay bill generation for movement of goods
• Excellent coordinating skills with vendors

What you’ll need

• Command over English in written and spoken
• Continuous improvement focused
• Experience of developing best practice policies and procedures for functional area.
• Experience of working in a project team and first involvements in projects
• Basic understanding of change management
• Proven experience of Microsoft applications.
• (Very) good GSC process know how and network
• Experience of relevant business systems e.g. SAP, ITSM, SNOW
• Excellent interpersonal skills and ability to build relationships.
• Good literacy and numeracy skills.
• An understanding of the importance of Knowledge Management
• Manages own and others workload.
• Confident spoken and written communication on management level

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.