Request Analyst - Request Management _ZA at Computacenter

Description:

• To provide Full End User Administrative Support to customer and all on-site support teams.

What you will do:

Technical 60%

• Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests.
• Remotely distribute applications - eg. via SCCM, SMS.
• Alert the Service Desk of any Server / Network failures or potential failures.
• Monitor server and network capacities, ensuring critical thresholds are not exceeded.
• Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure.

People Management 15%

• Communicate all progress of requests to customers.
• Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.
• Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate.
• Escalate potential service issues, where appropriate. 
• Provide cover for other service analysts in their absence.

Administration 25%

• Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.
• Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.
• Provide documentation for addition to the site procedures file on all Network Administration tasks.
• Ensure that out-standing requests are kept within acceptable levels.
• Accurately complete Computacenter forms (holidays, training, sickness etc).
• Attend Team and Sector meetings.

What we require:

• Matric Education
• Good communication skills
• Ability to work under pressure / in a pressurised environment.
• Ability to address and resolve problems, when they arise.
• Time management and organisation skills - prioritising own workload
• Team working
• Customer care skills - ability to listen to and understand the customer’s needs.
• Able to work on own initiative.
• Good technical knowledge of main IT platforms, methods and applications
• Good understanding of operating systems (e.g. Windows Vista, Windows 7)
• Good understanding of LAN OS (e.g. Active Directory, Unix, & Windows 7)
• Good knowledge of PC hardware & software configuration
• Good Windows application knowledge
• Understanding of Call Management systems