Senior Fla za

3 weeks ago

Cape Town, South Africa Computacenter Full time

**Senior FLA_ZA**:
**Location**: Cape Town | **Job-ID**: 200605 | **Contract type**: Permanent | **Business Unit**: GSD

**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**:
**Duties and Responsibilities**

In addition to the standard day-to-day duties for a Senior First Line Analyst, the applicant will also be expected and required to fulfil the following criteria:

- Quick learner to take on new customer processes and training and adapt professionally with other team members.
- The applicant must be resilient to ongoing change and willing to embrace these changes, adapt and contribute towards the team.
- Be available at short notice to assist teams with the following:

- Break-Glass cover (being moved to another account with mínimal notice given - sometimes a matter of minutes)
- Project support
- Acceptance into Service (AIS) Take on
- Expected to assess and add value to other account exposure, in regard to training knowledge and other
- Assist the Team Leads with new starter and/or refresher training
- Quality Benchmark exercises
- Be available and willing to work Overtime, on weekends and/or extended hours and be willing to be called in at short notice to do shifts

**Day-to-Day Duties**

As an employee of Computacenter, 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, to the Service Management and/or the Customer should be on time, polite, friendly yet professional
- Actions completely and correctly reflected in worklogs
- Good, professional time management (Lunch and breaks not to exceed 1 hour maximum) and reflecting this time against the correct Time Keeping System customer / team codes. This needs to be updated throughout each day
- Recording of Project Tracker as close to real-time as possible (especially when working on Request or Incident Management tasks)
- Proof of consultation with team members when shifts are swopped. Management will assist after this consultation has proven unsuccessful
- Monitor availability of the team’s time management being responsible for cover and well-being of the Service Desk

**Business Conduct**
- Professionalism when communicating to internal and external contacts/team members/management and/or the customer

**Ticket Logging**
- To fully understand the client business environment and potential impacts and severities that IT related incidents may have to both the user and the business
- Accurate logging of all ticket information, ensuring full understanding and interpretation of details provided by the end-user
- To ensure familiarity with the 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 wherever possible as “First Time Fixes” or even “First Line Fixes” this entails:

- Quickly identify, diagnose and troubleshoot issues
- Identify potential solutions through either verbal, front-line or Client authorised First Time Fixes
- Ensure correct business severity is identified, based on business impact (Service Desk Operative to advise user of Impact where necessary) and escalate tickets deemed as high or critical to Client environment including country, regional or global support management within pre-agreed timescales.
- Accurate identification and assignment to resolver groups
- Provide proactive communication as well as taking of ownership when performance or capacity related monitoring tool alerts to a threshold that has breached.
- To provide First Line Support to other clients of normal UK Business Hours where this falls into the current shift rotation.
- Potential overflow logging will be required (secondary analyst to other Service Desk customers

**Incident Management**
- Regular end-user business management updates based on Service Level Agreement.
- Escalation within any support group or vendor to ensure real-time 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 terms and end users
- Monitoring validity of status (eg. “With customer”) according to Service Level Agreement, ensuring management of clock is documented and the result is a true reflection of the end user experience
- Management of ticket resolution with end-user ensuring tickets are resolved with acceptance from the end user or Global IT
- Unless requested by a user, unresolved (specific

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