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Lead Analyst

Location: Poland - Poznań | Job-ID: 54183 | Contract type: | Business Unit: IT Service Desk


The Lead Analyst role will work closely with the Service Desk team Operations Manager and Team Leader.  
The role will be a mixture of different activities, as well as assisting the Operations Manager and Team Leader with activities pertaining to the end-user service.


Role requirements:

  • Positive and adaptable attitude, pleasant and friendly
  • Good at relationship building
  • Trustworthy
  • High level of professionalism
  • The ability to have honest and constructive conversations
  • Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment
  • Good personal presentation
  • Ability to communicate effectively at all levels, both written and verbal
  • Ability to perform well under pressure
  • Works accurately and with eye for detail
  • Handles in the best interest of both customer and company
  • Ability to compile and analyse data
  • Willingness to be a member of a dedicated team showing eagerness to drive forward
  • Ability to work under minimum supervision
  • Mentoring and guidance, and the ability to coach and leadership to each member of the team
  • Very good language skills in German and English


Work Management

  • Active management of team by floor walking, real-time contact monitoring, technical assistance and team role adherence
  • Guide other FLA’s on technical queries, ensuring they reference Knowledge first
  • Develop first time fixes and knowledge, and train the team accordingly
  • Deliver customer training for new starters and refresher training where necessary
  • Play an active role in acceptance into service initiatives by assessing AIS’s, forecasting effort required, assisting in creating both training material and knowledge articles and conducting training
  • Assist with own customer escalations including timely investigations and feedback loops
  • Assist with quality of service delivered through consistent quality checks
  • Identify service improvement activities, retrospectives, floor walking, queries and investigations, as well as Knowledge creation and review
  • Identify existing issues and cooperate with Team Leaders and Operations Manager to ensure consistent timely resolution
  • Assist the Team Leader with Service desk documentation pertaining to your customer.  Ensure accuracy, quality and completeness of service desk documentation
  • Prepare periodical reporting according to existing requirements
  • Quarterly ticketing tool template reviews with Team Leader
  • Be in close contact with the customer according to existing governance structure



  • Look for innovative ways to improve the quality of service delivery
  • Be cognisant of opportunities for automation
  • Look for ways to remove waste and effort


Skills needed:

  • Good knowledge of overall Computacenter Group Delivery
  • Proficient in Windows 10, Office 365
  • Very good knowledge of MS Excel
  • Experience in working with MOS (Managing Operations Systems) reporting and data analysis
  • Advanced understanding of Service Desk tools and processes
  • Prior Service Desk experience (at least 1 year) 


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.

Apply now »