Technical Analyst - Desktop Support

It’s an exciting opportunity for Technical Analyst role in Computacenter’s dynamic and rapidly expanding our 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)
• Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements including device imaging, IMAC support.
• Knowledge of standard software: Windows, Office, O365, Google Suite
• Document and reports on work completed to ensure compliance with Company and Customer Procedures.
• Escalate issues in line with company processes to ensure customer demands are met and evaluate escalations and action appropriately to ensure customer demands are met
• Maintain and improve customer satisfaction by providing consistent customer experience
• Monitor all tickets and assist with escalations in line with company processes to ensure customer demands are met
• Provide active assistance with 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
• Manage incidents and request tickets via assigned queue in customer’s ITSM system (BMC Remedy)
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Maintain asset inventory in the client tool and documentation.

What you’ll need

• Minimum 3+ years of relevant experience is required for Technical Analyst position
• Fluent in English and in any other relevant support language (if second language is required)
• Proven experience with Customer service and confidence in communication with internal and external customers
• Advanced understanding of IT support and IT Service Management Tools and SAP
• SLA and OLA orientated and can prioritize on urgency and requirements
• Experience of relevant business systems e.g. SAP, ITSM, SNOW
• Working knowledge of Windows, Office O365, Google Suite
• 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
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution
• Demonstrates customer service abilities with Routine administrative skills
• Good communication skills
• Independent, result-oriented and structured work under pressure
• Analytical skills to analyze data
• India logistics management experience – experienced with Delivery Challan and eWay bill generation for movement of goods
• Excellent coordinating skills with vendors