Technical Analyst

Associate Technical Analyst

Location: IN - Bangalore 24/7 | Job-ID: | Contract type: Standard | Business Unit: Service Desk

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.

Operational hours – 24/7 (Rotational Shifts & Week Offs)

Process – Depending on Business Requirement (Calls & Chats / Email / Requests)

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.

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

We are still looking forward to getting to know you

About us

Computacenter is a leading independent provider of IT infrastructure services. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers' infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?
We're growing. We're hiring. We encourage. We empower. We support.
#CCfuturetalent

Experience LevelMid Level

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