Junior Fla - Cape Town, South Africa - Computacenter

Computacenter

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Junior FLA:

Location:
Cape Town |
Job-ID: |
Contract type: Permanent (Half Day Position) |
Business Unit: IT Service Day

**Junior First Line Analyst

Santander Service Desk (Half Day Position)**
Description:The Service Desk provides endusers 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:

_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.
Always meet customer expectations
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 well being of the Service 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 enduser.
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 enduser 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 capacityrelated 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_

_Mailbox management_

Management and maintenance of the mailboxes.
Correct logging
Filing away
Advising users of references numbers

Essential Knowledge/Skills:

A strong serviceoriented ('cando') culture, with a strong focus on the 'internal customer' approach, committed to exceeding customer expectations.
Solid and stable connectivity while working from home reliable fibre area and LTE connection is essential run the service (video is required)
Eloquence verbal and written skills in English are an essential skill to converse with global clients.
Good communicator with the user environment.
Dynamic but aware of the views and feelings of others.
Able to operate as a good team player.
Drive and Energy.
Has an analytical and logical 'mindset' when dealing with issues. Demonstrate clear purpose, enthusiasm and commitment.
Be able to use varying styles of communication to suit the occasion and the audience.
Suggest new ideas within the team.
A high command of the English language both written and verbal is essential.
Selfmotivated with the ability to work unsupervised.
Attention to detail
Punctuality
Excellent verbal and written communication skills

Essential Qualifications:

Good working knowledge of MS Office & Windows XP/Windows7

months year in the Customer Service industry

Basic trouble shooting abilities in the technical / Networking environment

Desirable Qualifications:

ITIL Foundation v 3 / Good understand of ITIL
MCSE
MCP Certified
MCDST Certified

Please Note:
For this role, you may require access to sensitive customer financial information. This is a Half day position.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries.

We deliver digital technology to some of the world's greatest organisations, driving digital transformation, enabling people and their business.