Technical Analyst - Desktop Support

Location : IN - Mumbai 24 / 7 | Job-ID : | Contract type : Standard | Business Unit : Others

Life on the team

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