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  • Posted: Feb 3, 2017
    Deadline: Not specified
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    Computacenter is Europe’s leading independent provider of IT infrastructure services. We can advise customers on their IT strategy, implement the most appropriate technology from a wide range of leading vendors and manage their technology infrastructures on their behalf. At every stage we make our customers’ businesses sharper by removing cost, c...
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    First Line Technical Lead

    Job description

    Description

    The Service Desk Analyst Technical Lead will work with a team of analysts to provide first level technical support services to an international customer. He / She will report to the Service Desk Team Leader.

    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.
    • Time management:
    • Lunch & breaks = 1 hour daily in total

    Relationship management:

    • Will have to collaborate with Team Members, Customers and Client Management team.
    • Liaises with service desk team leader in order to ensure alignment and to improve escalated operational issues

    Budget Control:

    • Look for innovative ways to deliver service at a reduced cost

    Work management:

    • Provide first level technical incident support services to end users (support of existing Operating systems & Office Applications)
    • Guide other FLA’s on technical queries
    • Develop first time fixes and train the team accordingly
    • Provide feedback to Team Lead and “New Service desk role” on each analyst technical progress (also where lacking)
    • Work closely with “New Service role” and Team lead in preparing relevant workshops
    • Escalate problems as appropriate to your Team Leader in order to ensure consistent timely resolution
    • Oversee and be responsible for all Service desk documentation pertaining to your customer. Ensure accuracy, quality and completeness of service desk documentation
    • Act as 2IC in absence of your Team Leader

    Documentation:

    • Process Manger for Global service desk knowledge base & documentation pertaining to your customer.
    • Review documentation, identify gaps and be responsible for creating documentation adhering to standards & quality 
    • Experienced within the ITIL Service Desk
    • Positive and adaptable attitude, pleasant and friendly.
    • 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 facilitate multi-departmental functions, to achieve necessary success.
    • Ability to compile and analyze data.
    • Willingness to be a member of a dedicated team showing eagerness to drive forward.
    • Ability to work under minimum supervision
    • Mentor and leadership to each member of the team
    • Set the example and being a role for each member of the team 
    • Grade 12 – subjects: Mathematics, Computer Science.
    • Excellent working knowledge of MS Office & Windows XP/Windows7
    • ITIL Foundation V3
    • 2 - 3 years prior technical end user support experience & 1 year as a Senior analyst on the Service Desk
    • MCP Certified
    • MCDST Certified
    • MCITP
    • MCSE

    go to method of application »

    Junior First Line Analyst - Incident Management

    Job description

    Description

    Main purpose of Job/Role:

    The role of the GSD Incident Management Analyst is to take ownership of end to end management of incidents logged in the Call Logging System for clients/customers to in order to reduce aged incidents, drive the progression of incidents towards resolution quickly and to resolve incidents within SLA.

    Shift work may be required

    Requirements

    • Essential Knowledge/Skills
    • 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
    • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
    • Possess proficient analytical and decision making skills
    • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns
    • Proficient relationship building skills – predict customer behavior and respond accordingly
    • A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
    • 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.
    • 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.

    Desirable Knowledge/Skills

    Essential Qualifications

    • Grade 12 – subjects: Mathematics, Computer Science.
    • Solid knowledge & skill in MS Office & Windows XP/Windows7
    • 18 months in the Customer Service industry with direct input into a technical environment.
    • Good basic understanding of General IT equipment e.g. Switch, routers, RAM etc.
    • Desirable Qualifications
    • Exposure to Incident management currently or in a previous environment.

    Method of Application

    Use the link(s) below to apply on company website.

     

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