Senior Fla

2 weeks ago

Cape Town, Western Cape, South Africa Computacenter Full time

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

Description:

Main Duties/Responsibilities:

_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 wellbeing of the Service desk.

_Business Conduct_

  • Professionalism when communicating to internal and external contacts/team members/management and customers.

_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 enduser.
  • 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 enduser 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 capacityrelated 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_

  • Regular end user/business management updates based on SLA
  • Escalation within any support group or vendor to ensure realtime visibility of ticket status
  • Accurate updates to reflect all events/activities/checkpoints
  • Managing changes in severity or business impact, communicate accordingly to defined country, regional, global business or support management teams and End Users
  • Monitoring validity of status (e.g. 'with customer') according to SLA, ensuring management of clock is documented and the result is a true reflection of the End User experience
  • Management of ticket resolution with enduser, ensuring tickets are resolved with acceptance from the enduser or Global IT. Unless requested by user to unresolved (specific problem reported was not solved) a ticket, it will automatically be closed after 48 hours of resolution.

_Mailbox management_

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

_Proactive Improvements_

  • Proactive development of 'First Time Fix' solutions, based on regular review of ticket details, trend analysis reports and technical expertise, to identify reoccurring issues.
  • Provision of Interactive Knowledgebase to all Support Groups, to ensure consistent, realtime support to all endusers, regardless of time zone, location or system.
  • Feedback via Account management team of suggested improvements.

_Problem Management_

  • Identify and manage multiplerelated occurrences, creating higher level problem tickets and communicate progression of resolution to defined country, regional or global business or support management teams.

_Third Party Management_

  • Facilitation and coordination of activities for all Client 3rd party vendors contracted directly to Client Global IT.
  • Facilitation and coordination of activities for all 'local' Client Third Party Vendors within the supported geographies defined in Contractual Agreement.
  • Management and coordination of activities for all 'local' Client Third Party Vendors worldwide, where documented and transitioned.
  • Management and coordination of Hardware support for all inscope equipment installed within the CC Data Centres.
  • Facilitation and coordination of activities identified within the Disaster Recovery solution.
  • Management and coordination of activities identified within any Disaster Recovery solution for all WINTEL based servers

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