Senior Fla za - Cape Town, South Africa - Computacenter
Description
Senior FLA_ZA:
Location:
Cape Town |
Job-ID: |
Contract type: Permanent |
Business Unit: IT Service Desk
Senior First Line Analyst - Service Desk
Description
The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure, and specific 3rd Party related problems.
Requirements:
Main Duties/Responsibilities:
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.
Communication internally and to customer should be on time.
Reflected in work logs.
Time management.
Lunch & breaks = 1 hour daily in total
Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.
Monitor availability of the team's time management, being responsible for cover and wellbeing of the Service desk.
Business Conduct
Professionalism when communicating to internal and external contacts/team members/management and customers.
Ticket Logging
To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.
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.
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.
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.
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.
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 Hardware support for all in-scope equipment installed within the CC Dat
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