Job Opportunities at Computacenter

Description:

• The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems.
• A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.

Requirements:

Day to Day Duties

• As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.
• Always meet customer expectations
• Communication internally and to customer should be on time.
• Reflected in work logs.
• Time management:
• Lunch & breaks = 1 hour daily in total
• Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.
• Monitor availability of the team’s time management, being responsible for cover and well being of the Service desk.

Ticket Logging

• To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
• Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
• To ensure familiarity with client business imperatives, technologies and support processes.
• To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
• To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:
• Quickly identify, diagnose and troubleshoot
• Identify solutions, through either verbal, front line or Client authorised First Time Fixes
• Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales
• Accurate identification and assignment to resolver groups.
• Provide ‘proactive’ communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
• To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
• Potential overflow logging will be required (secondary analyst to other GSD customers).

Incident Management

• To be fully responsible for progression of each ticket logged on the ticket management system irrespective of End User geography, application or resolver group

Mailbox management

• Management and maintenance of the mailboxes.
• Correct logging
• Tagging emails
• Filing away
• Advising users of references numbers

Essential Knowledge/Skills:

• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Solid and stable connectivity while working from home – reliable fibre area and LTE connection is essential run the service (video is required)
• Eloquence – verbal and written skills in English are an essential skill to converse with global clients.
• Good communicator with the user environment.
• Dynamic but aware of the views and feelings of others.
• Able to operate as a good team player.
• Drive and Energy.
• Has an analytical and logical ‘mindset’ when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
• Be able to use varying styles of communication to suit the occasion and the audience.
• Suggest new ideas within the team.
• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Attention to detail
• Punctuality
• Excellent verbal and written communication skills

Essential Qualifications:

• Grade 12 – subjects: Mathematics, Computer Science.
• Good working knowledge of MS Office & Windows XP/Windows7
• 18- 24 months year in the Customer Service industry
• Basic trouble shooting abilities in the technical / Networking environment

Desirable Qualifications:

• ITIL Foundation v 3 / Good understand of ITIL
• MCSE
• MCP Certified
• MCDST Certified

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Description:

• Establishes organisational objectives, within a defined business area, and delegates assignments. Has authority and responsibility for a significant area of work and is accountable for actions and decisions taken by self and subordinates.

Accountabilities:

• Lead the long & short-term operational planning, budgeting, forecasting, scenario analysis and regular financial reporting.
• Foster collaboration, innovation, continuous process improvement & challenge the status quo.
• Take part in senior executive team discussions.
• Lead and motivate staff & other stakeholders to coach and develop in your area of expertise.
• Be the authority to mitigate financial risk, advocate for financial discipline.
• Responsible for reporting on P&L’s to ensure alignment to required intercompany margins.
• Proactively identify important opportunities and drive change/decisions through org savvy and relationship building.
• Contribute to business strategy (within own division/business area) and prioritise projects and objectives accordingly.
• Accountable for ensuring adoption of CC best practice and service offerings to ensure consistency of service

Performance indicators:

• Successful alignment of functional strategy with business requirements.
• Ensure functional area objectives fulfilled and delivered to recognised standard.
• Demonstrable credibility at a senior leadership level.
• Successful management of stakeholders.
• Demonstrate effective working relationships through influencing and advising.
• Successfully lead business focused projects for functional area.
• Ensure P&L/budget effectively managed to increase business performance.

Systems:

• SAGE Evolution
• Advanced Excel
• Experience with SAP, database management and advanced PowerPoint user preferred.

BBBEE:

• Ensure required level is maintained.
• Identify improvements to current spend.
• Manage verification/audit process.

DTI:

• Facilitate the audit process.
• Manage quarterly DTI claims.

Statutory:

• Oversee the year-end audit process.
• Act as Public officer for the Organization.
• Ensure compliance to all statutory submissions.

Requirements:

• Certified Chartered Accountant (Preferred).
• Fully qualified in relevant professional qualification and potentially post graduate qualifications.
• Proven track record of experience of working in a challenging commercial environment.
• Experience of managing P&L/budgets.
• Experience of functional area’s lifecycles methodologies, tools and techniques.
• Dealing with and influencing multi-tier management.
• Experience of working at a strategic level to enable the business to perform effectively.
• Add value with your strong business partnering and collaboration skills.
• Willingness to be hands on, involved with the operations.
• Open-minded and motivated to provide value to projects across the business.

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Role Purpose: 

• Roles at this level will influence and contribute to Divisional Strategy. Has authority for all aspects of business area. Fully accountable for actions and decisions of self and others.

Accountabilities

• Establishes Team objectives
• Manages a team across the Group over multiple geographies
• Develop and motivate team to help ensure the delivery of team and department targets
• Provide effective leadership to drives change, innovation and growth across the Team, linked to the department and divisional goals.
• Take accountability for the delivery of business focused projects/deliverables to defined targets

Role Specifics

• Lead process improvement initiatives across the organization, using Lean Six Sigma methodology
• Developing metrics to measure operational excellence, such as employee engagement scores or customer satisfaction ratings
• Design and oversee implementation of new processes and procedures
• Monitor compliance with new processes and procedures
• Evaluate the effectiveness of new processes and procedures
• Identify and implement technology solutions to improve efficiency and productivity
• Manage operational budget
• Negotiate budgets with budget holders, customers & service management
• Creating a culture of continuous improvement across all areas of the organisation in order to maximize efficiency and productivity
• Communicating with other team members and department heads to ensure that all departments are working towards the same goals
• Creating strategic plans for improving operational efficiency and effectiveness across all FLS departments
• Consulting with other departments to identify opportunities for improving efficiency and reducing waste
• Evaluating processes to identify areas for improvement and designing solutions to implement change
• Employs Six Sigma and LEAN methodology and analytics into organisational operations in order to accomplish business objectives
• Contribute to business operations strategy development
• Provides assistance to Champions, functional departments, and business units in identifying, planning and implementing Lean and Six Sigma projects that tie strongly to business strategic priorities
• Oversees and manage Operational Excellence projects aimed at cost reduction through productivity, Quality and efficient enhancement 

Knowledge, Skills & Experience

• Previous Leadership experience
• Experience of managing cross cultures
• 10+ years of experience in operations management, quality manager process improvement, or related field
• Bachelor’s degree in business administration, engineering, or related discipline
• Proven track record of leading and executing successful process & quality improvement initiatives
• Demonstrated ability to influence and lead change at all levels of an organization
• Excellent analytical and problem-solving skills
• Strong project management skills
• Preferred Skills and Qualifications
• Master’s degree in business administration, engineering, or related discipline
• Certification in Six Sigma or other process improvement methodology
• Experience working in a lean warehouse environment
• Experience with statistical analysis software, such as Minitab or JMP

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Description

• Provide platform support to Microsoft System Centre deployments that underpin business critical services. Management, maintenance, and administration of enterprise scale SCOM & SCCM deployments and data collections as well as endpoint management support.

Requirements

Job Description

• Excellent verbal and written communication skills
• Possess proficient analytical and decision-making skills
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
• Good awareness of Industry trends.
• Ensure that SCCM is stable, optimally configured and effectively managed.
• Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
• Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
• Work with incident management, service desk, other technical teams and the customer as required.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide detailed and effective communication to internal teams and customers.
• Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
• Follow through on issues with vendors for a timely resolution.
• To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers
• Out-of-hours rotational standby
• Ad-hoc out of hours work as required for changes and project work

Essential Knowledge/Skills

5 years’ experience in the following areas:

Main Duties.

• Ensure that SCCM is stable, optimally configured and effectively managed.
• Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
• Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
• Work with incident management, service desk, other technical teams and the customer as required.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide detailed and effective communication to internal teams and customers.
• Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
• Follow through on issues with vendors for a timely resolution.
• To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers.
• Be IT Security conscious at all times

Essential Knowledge/Skills.

• MS System Center Operations Manager
• MS System Center Configuration Manager
• Intune
• Windows Server 2008R2 – 2019 including Clustering, WMI, Perfmon
• SQL understanding including report authoring
• Network Fundamentals, TCP/IP, SNMP
• Good knowledge of IT platforms, equipment, and applications.
• Nomad

Desirable Knowledge/Skills

• Experience in previous monitoring, discovery, or server / network automation products.
• PowerShell Scripting.
• Azure Stack
• Night Watchman
• Virtualization knowledge – VMWare and Citrix
• Storage Device Understanding

Essential Qualifications

• Grade 12
• MCSE or equivalent

Desirable Qualifications

• ITIL Foundation
• Microsoft Private Cloud Certified.
• Relevant IT diploma or Degree.

Behavioural Characteristics or Competencies

Professional / Cognitive skills

• Strong written and oral communication in English is a must.  Strong presentation skills are considered an asset
• Strong and proven troubleshooting ability in a large scale, fast-paced operations environment
• Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously
• Ability to make timely and sound decisions under conditions of uncertainty and / or stress
• Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Computacenter and its customer base
• Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents
• Ability to adjust plans to respond to changing business priorities
• Excellent planning and organizational skills with an ability to understand the long-term ("big picture")

People Skills

• Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution
• Effective and personable communication with customers and vendors to achieve desired results
• Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team
• Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
• Reliability and commitment to getting the job done (including after hours as required

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• To resolve network and security related problems across multiple customers and data centres

Main purpose of Job/Role: 

The Ideal Candidate will: 

• Incident queue management (Vetting, assignments, and flag incorrect queue assignment, aged or re-occurring incidents and comebacks). 
• Resolve service support tasks using documented processes. 
• Adhere to defined processes 
• Provide technical input based on experience. 
• Execute defined project tasks. 
• Responding to customer queries 
• Managing own workload. 
• Ensure that documentation is relevant to effective resolution of problems. 
• Have basic vendor knowledge: Cisco, Checkpoint, Citrix NetScaler, Solarwinds Orion Suite, or related products.  
• Represent team in customer group discussions. 
• Work in accordance with Computacenter standards and processes.  
• Be polite & professional and be able to communicate effectively with customers to ensure requirements are understood and met within agreed timescales

Essential Knowledge/Skills 

Be able to demonstrate thorough understanding of:                           

• Switching                            
• Routing                 
• Security/Firewall               
• IP Sub-netting

Desirable Knowledge/Skills

• VPN 
• VOIP/QoS 
• Bandwidth management 
• Network Load Balancing 

Essential Qualifications 

• CCNA and/or CCSA qualified and minimum of 2 years networking experience required.
• Desirable Qualifications 
• ITIL 
• IT related degree or diploma