Associate Technical Analyst

Computacenter Ltd • Bangalore Bengaluru

Bangalore Bengaluru

213724-en_GB

Life on the team

It’s an exciting opportunity 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 by providing consistent customer experience
Monitor all tickets and assisting with escalations in line with company processes to ensure customer demands are met
Identify your 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 organization
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 in the Service Description
Request Management: mainly validation, monitoring & documentation, notification, event monitoring on task level, tool based monitoring of the product business, request fulfilment, complete & closing request, Single Point of Contact for customer and appointment arrangement and technical support in case of system defect and any other tasks described in the Service Description
Asset Data Handling: mainly assurance for INC and REQ, exception handling, create & update asset information, create &complete asset data when information is missing or wrong, furthermore: monitor end to end asset life cycle, clarification case handling, data discrepancy handling, conducting consultation and clarification interviews when information on unambiguous processing are missing and also any other tasks described in the Service Description
E2E logistics experience for catering within India with DC/eWay paperwork

What you’ll need

Fluent in English and in any other relevant support language (if second language is required)
Working knowledge of Windows, MS-Office
Good interpersonal, literacy and numeracy skills
Works under supervision, team player, able to learn new tasks/areas quickly and willing to progress
Able to follow instructions and procedures
Demonstrates an organized approach to work.
Demonstrates customer service abilities with Routine administrative skills
Good communication skills
Independent, result-oriented and structured work under pressure
Analytical skills to analyze data

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards, quarterly and annual rewards, and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme to support your health and wellbeing.

Pension and financial security

We offer various benefits to help our people save money for the long term an maintain financial security.

Time off to explore your creativity

Our people-driven internal core committees ensure that you taking time off work to invest and explore your creativity in various activities.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking.

What’s the secret of our success? Quite simply, it’s our people. The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

You Belong

At Computacenter, we celebrate differences and it’s important to us that we have a workingculture where you can be free to be yourself; in an environment where you feel valued,respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities’ employer, we’re committed to ensuring that there is fair andequal access to opportunities for everyone. Your application is considered on its meritsregardless of your age, ability, ethnicity, gender identity, marital status, pregnancy,parenthood, religion or belief, sexual orientation, veteran status, or any other characteristicsprotected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

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