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Junior Admin Fla za

4 months ago

Cape Town, Western Cape, South Africa Computacenter Full time

Junior Admin FLA_ZA:

Location:
Cape Town |
Job-ID: |
Contract type: Permanent |
Business Unit: FLS

Main purpose of Job/Role:


The role of the CSG 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.
Main Duties/Key Responsibilities

Incident Management

  • Lead coordination on all incidents to drive issues to the quickest possible resolution
  • Collaborate with vendors and suppliers (i.e. service desk /3rd parties / customer resolver teams) for process and system for progression to resolution in the quickest possible time, without failing on quality.
  • Consistent and clear communication with internal and external team throughout the lifecycle of the incident.
  • Acquire and maintain a strong understanding and knowledge of the customer and their processes.
  • Work closely with peer across the IT operation to provide a world class service to our clients.
  • Excellent ability to follow any given process and reference documentation.
  • Ability to document given procedures
  • Proactively avoid customer escalations through active management of all incidents and prevent escalations due to a lack of progress and/or updates.
Escalation management

  • Escalate both internally and externally, when required, according to defined Escalation paths and processes.
  • Identify and highlight service risks and issues to appropriate management team
Trend reporting

  • Identify trends, patterns and issues during the course of daily incident management and provide management with the necessary reports.
  • Measure and analyse inbound call volumes and call types with the view of reducing call volumes through active management of issues
  • Drive trends and issues towards resolution.
  • Attempt to provide solutions to trends/patterns of issues raised in order to maximize productivity.
Reporting

Adhere to delivery of standard reporting packs

Essential Knowledge/Skills

  • A high command of the English language both written and verbal is essential.
  • Selfmotivated 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 decisionmaking 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 serviceoriented ('cando') 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.
Essential Qualifications

  • Good working knowledge of MS Office & Windows XP/Windows 1 year 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.

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