Senior Fla French Speaking

2 weeks ago

Cape Town, Western Cape, South Africa Computacenter Full time

Senior FLA_ French Speaking:

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

Description:


The Resilience team provides a support service to all Service Lines within the End-User Computing space to assist to recover from unplanned events impacting on the respective service line which puts the account in some form of risk to render the agreed-upon service to the customer.


Resilience Team members are expected to be energetic, future focusing, inner driven individuals with flexible thinking and driving to build strong relationships with the teams and the customers alike.


As a Resilience Team member, the onus is on you as a Senior First Line Analyst to provide support to the account's team leadership in taking on additional tasks (such as floor walking, or other administrative work as required by the account's leadership) as well as contact taking (irrespective of channel).


Resilience team members will also be required to work SA, UK or US office hours depending on the need and team assigned to and could be called in at short notice to assist to try and recover from the unplanned event.

This could also potentially include being called in at night or over a weekend.

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.
  • Worklogs need to be completely uptodate and reviewed daily.
  • 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 fall
- 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, rea

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