Associte Technical Analyst - Servivce DeskLife on the team
It’s an exciting chance for Global Service Coordinator role in Computacenter’s dynamic and rapidly expanding FLS Team. You will bring your knowledge and deliver the quality of services to our customers across the globe and will help us to shape the team. You’ll get to work with some of the most talented and passionate people in the business and get exposure to leading edge technologies which will enable you to advance your skills.
What you’ll do
Reliable operation of Ticket-, Ordering- and planning-Tools (SNOW, BMC Remedy, SAP-ERP, Blue Martini), based on training provided
Quality check and processing of incoming requests and incidents/SWAP (e-mails, phones or any other agreed channel) via ticket tools according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures
Ensure to keep the agreed KPIs (SLA/ OLA)
Troubleshooting tooling problems using Standard Operating Procedures
Recording, qualification, and solution (1st and 2nd level)
of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups.
Providing telephone availability for internal and external customers within the agreed service times – shifts
Maintain and improve customer satisfaction providing consistent customer experience
Monitor all tickets and assisting escalations in line with company processes to ensure customer demands are met
Identify own development needs in line with business objectives and assist in development of team members
Provide active assistance to Knowledge base maintenance and improvement
Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
Incident Management: mainly validation, ticket preparation, monitoring & documentation, notification, incident fulfilment end to end furthermore technical support in case of system defect and any other tasks described