End User Services Fla3 Analyst

2 weeks ago

Cape Town, South Africa Computacenter Full time

**End User Services FLA3 Analyst**:
**Location**: Cape Town | **Job-ID**: 200233 | **Contract type**: Permanent | **Business Unit**: IT Service Desk

**End User Services FLA 3 Analyst**

**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.

**Contacts Taking**

Also covers inbound requests to the Request Management Desk.

**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 end-user.

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 end-user 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 capacity-related 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 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 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 end-user, ensuring tickets are resolved with acceptance from the end-user 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 re-occurring issues.

Provision of Interactive Knowledgebase to all Support Groups, to ensure consistent, real-time support to all end-users, regardless of time zone, location or system.

Feedback via Account management team of suggested improvements.

**Problem Management**

Identify and manage multiple-related 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 co-ordination of activities for all Client 3rd party vendors contracted directly to Client Global IT.

Facilitation and co-ordination of activities for all ‘local’ Client Third Party Vendors within the supported geographies defined in Contractual Agreement.

Management and co-ordination of activities for all ‘local’ Client Third Party Vendors worldwide, where documented and transitioned.

Management and co-ordination of Hardware support for all in-scope equipment installed within the CC Data Centres.

Facilitation and co-ordination of activities identified within the Disaster Recovery solution.

Management and co-ordination of activities identified within any Disaster Recovery solution for all WINTEL based servers, where documented and transitioned.

**Documentation**:
Process and Manage knowledge base and documentation pertaining to your customer.

Review documentation, identify gaps and be responsible for creating documentation adhering to standards & quality

**Work management**:
Provide first level technical incident support services to end users (support of existing Operating systems & Office Applications)

Guide other FLA’s on technical queries

Develop first time fixes and train the team accordingly

Provid

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