Apply now »

Resource Planning Lead Analyst

Location: Poland - Poznań | Job-ID: 89384 | Contract type: | Business Unit: IT Service Desk


Role Purpose:

Responsible for forecasting volumes and creating the necessary overviews, shift planning, advising the SD Desk on changes in volume distribution and making recommendations for service desk strategy based on this.



  • Validate the forecast with SD Management, gather feedback from Management or Customer, consider changes in the Desk impacting the forecast.
  • Ensure schedules are generated on a regular basis to maximize efficiency of resources
  • Maintain a time off plan, considering the forecast and employees’ leave demand.
  • Maintain an annual ‘Hiring Plan’ capturing, storing and reporting on historical statistics
  • Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
  • Establish an effective communication channel with SD Management by having regular meetings.
  • Give advice to Management in terms of resourcing: hires, dismissals, secondments.
  • Attend relevant Operational meetings and gain awareness of financials.


Performance Indicators:

  • Contribute to Desk meeting SLA performance targets.
  • Maintain & improve employee satisfaction levels.
  • Understand and adhere to policies and procedures.


Knowledge, Skills & Experience

  • 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.
  • Excellent Interpersonal skills and ability to build relationships at all levels
  • Proficient level of business English.

Desired skills

  • Expert knowledge of Excel, use of pivot tables and formulas.
  • Forecasting call volume and workload trends.
  • Work flexibility and ability to travel occasionally.


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 »