Service Desk Analyst
2 weeks ago
Life on the team
Are you passionate about Service desk Opportunities and ready to explore your capabilities?
Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.
What you’ll do
Responsible for overseeing and coordinating the entire incident management process within the organization. This role involves identifying, assessing, prioritizing, and resolving incidents to minimize their impact on operations. The Incident Manager will work closely with various teams to ensure that incidents are effectively managed and that lessons learned are applied to prevent future occurrences.
What you’ll need
Request Intake:
Receive and document incoming requests via various channels (email, phone, ticketing system, etc.).
Request Triage:
Evaluate and prioritize requests based on established criteria, urgency, and impact on business operations.
Assignment:
Assign requests to appropriate individuals or teams based on their nature and complexity.
Documentation:
Maintain detailed and accurate records of all requests, including relevant information, actions taken, and resolutions.
Communication:
Keep requesters informed of the status, progress, and estimated resolution times.
Follow-up:
Monitor the status of open requests and escalate as necessary to ensure timely resolution.
Quality Assurance:
Ensure that requests are handled in accordance with established policies, procedures, and service level agreements (SLAs).
Reporting:
Generate and analyse reports on request management performance, identifying trends and areas for improvement.
Experience & Education:
- 6 months to 2 years of experience
- Bachelor's degree in a relevant field or equivalent work experience
Skills:
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Proficiency in using request management tools or ticketing systems.
- Problem-solving and critical thinking abilities.
- Knowledge of relevant industry regulations and best practices (e.g., ITIL for IT request management).
- Excellent problem-solving and analytical skills, Strong communication and interpersonal skills.
- Ability to work collaboratively in a team with 24/7 work environment.
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, and enabling people and their businesses.
Learning and development
Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential.
You belong.
We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need. We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.
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