Operational Excellence Analyst za

22 hours ago

Cape Town, South Africa Computacenter Full time

**Operational Excellence Analyst_ZA**:
**Location**: Cape Town | **Job-ID**: 182221 | **Contract type**: Permanent | **Business Unit**: Global Service Desk

**Operational Excellence Analyst**

**Description**

he **Operational Excellence Analyst** role will work across Group Service Desk to drive changes that improve the quality of our services, reduce our cost to serve and increase CSAT. You will be aligned to a _single or group _of customer service desks and deliver improvements that have been identified. You will support the global Operations Excellence Specialist and Transformation Teams by ensuring our service desks receive optimisation changes positively and that we gain the best out of the change in the most efficient amount of time.

**Role requirements**
- Take direction and work collaboratively with the Operations Excellence Specialists to deliver all identified improvements in a timely manner.
- Actively work with service desk leadership team and understand service delivery issues and use ‘Operations Excellence SharePoint Site’ to ensure remedial actions happen and service is improved.
- Work closely with the desks you are aligned to understand challenges being faced and work on solutions/mitigations to ensure that baseline service is met and optimisations can be achieved.
- Contribute to the maintenance of the ‘Operations Excellence SharePoint Site’
- Active monitoring of the dashboard and providing solutions to mitigate risks.

**Work Management**
- Knowledge
- Ensuring KCS process is working on Service Desk.
- Supporting desk in KCS ethos & way of working.
- Shift left plans in place & active to achieve FCR.
- KBAs are current, relevant & up to date
- Quality
- Governing quality checking process.
- Ensuring meeting targets in quality (AHT & FCR etc).
- Take measures to address gaps with BAU Ops.
- Support Excellence Specialist in quality activities.
- Optimise
- Identifying optimisation opportunities.
- Logging these opportunities for Specialist to validate.
- Support Specialist with optimisations activities like analysis, reporting, data collection, adoption & comms.
- Support success of optimisations being implemented.
- Other
- Additional responsibilities to support GSD.
- Could include taking contacts or other desk support.

**Relationship management**:

- Will have to collaborate with,Operations Excellence Specialists, Team Members and other teams, Team Leader and Operations Manager.
- On occasion, liaison with the Service Manager and Customer may be required.

**Innovation**
- Look for innovative ways to improve the quality of service delivery. Collaborate with the Operations Leads in finding new and improved ways of working
- Be cognizant of opportunities for automation and drive automation within the teams
- Look for ways to remove waste and effort

**Requirements**:

- Positive and adaptable attitude, pleasant and friendly.
- Good at relationship building
- Trustworthy
- Keep conversations and meetings confidential
- High level of professionalism
- The ability to have honest and constructive conversations
- Demonstrate knowledge and proficiency in working within an ITIL conformant Service Desk Environment
- Good personal presentation.
- Ability to communicate effectively at all levels, both written and verbal.
- Ability to perform well under pressure.
- Works accurately and with eye for detail.
- Handles in the best interest of both customer and company.
- Ability to facilitate multi-departmental functions, to achieve necessary success.
- Ability to compile and analyze data.
- Willingness to be a member of a dedicated team showing eagerness to drive forward.
- Ability to work under minimum supervision
- Mentoring and guidance, and the ability to coach and leadership to each member of the team
- Technical ability to spot automation opportunities
- Abilty to work on your own and as part of the greater team.

**Skills needed**:

- Grade 12
- Good knowledge of overall Computacenter Group Delivery
- Proficient in Windows 10, Word and Excel
- Experience in working with MOS reporting and data analysis
- Understanding of Service Desk tools and processes
- Minimum of 1 year Senior First-line Analyst experience required

**Desirable Skills**:

- Power BI knowledge
- Customer specific technical experience would be an advantage

**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 (2021). 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 stron

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