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Junior Fla za

4 months ago

Cape Town, Western Cape, South Africa Computacenter Full time

Junior FLA_ZA:

Location:
Cape Town |
Job-ID: |
Contract type: Permanent |
Business Unit: IT Service Desk

Junior First Line Analyst-Service - Morrions Service Desk

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.


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
Mailbox management

Management and maintenance of the mailboxes.
Correct logging

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
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

Current information for our applicants

About us


Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion 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.
winningtogether #peoplematter