applicant
Service Desk Analyst
at Computacenter London in London (Published at 02-11-2023)
London
205820-en_GB
Life on the team
An exciting opportunity has arisen for a Service Desk Analyst to join the team at one of our customer sites in Canary Wharf, London. The role will require you to be onsite 5 days a week. There are fantastic opportunities for development and progression.
What you’ll do
- Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels
- Ticket creation and management to ensure customer compliance.
- Performing technical activities and resolving issues at first point of contact where applicable
- Evaluate escalations and action appropriately to ensure customer demands are met.
- Provide customer service to internal and external customers to ensure consistent experience.
- Identify own development needs in line with business objectives.
- Acts as a role model for colleagues with regards to technical and behavioural competencies.
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
- Proactive cooperation with other team members
- Ability to identify improvement ideas with Team Leaders to take further actions.
- Real time assistance to colleagues/Team Leader
- Collaboration and professional communication (client and internal)
- Involvement in the tasks below upon line manager's request:
o Handling queue management
o Cooperation with other teams and resolver groups or 3rd parties
- Acting as role model to the colleagues on junior level and being able to impart knowledge and support.
- Ability to use, create and review knowledge articles.
- Knowledge Coaching & Feedback
What you’ll need
- Works under supervision. Uses minor discretion.
- Able to follow instructions and procedures.
- Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role.
- Demonstrates an organised approach to work.
- Demonstrates customer service abilities.
- Routine administrative skills
- Good interpersonal skills, basic literacy, and numeracy skills to support in customers language.
- Demonstrates awareness of health and safety at work.
- We would expect extended understanding of PC usage.
- Strong communication skills with a proactive approach to solutions
- At least 18 months experience of working on a service desk / call centre.
- Customer Service experience is essential at this level.
- Ability to perform ticket analysis and report on trends.
- Ability to handle excel, ppt at a basic level.
- Ability to work independently and keep deadlines.
- Demonstrate project management skills in account related projects.
- Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
- Open to work in a 07:00 – 19:00 x 5 Shift Rotation
- Out of hours 19:00 – 07:00 (Optional)
Why you should choose us
Freedom & trust
You’ll have the support on hand when you need it and the autonomy when you don’t. Feel right at home in an environment where you’re able to work with freedom and flexibility, and trusted to manage your own work.
Showing appreciation & having fun
Great performance is recognised, so too is the willingness to help others. Our Bravo! awards and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!
Working with the best
Over 1,300 technology consultants, 900 project managers and 3,200 systems engineers come together to form our highly regarded professional services community. You’ll find they’re a close-knit team, where mutual trust and collaboration is the norm.
Sharing knowledge
We organise several events and initiatives, such our UK Professional Services Conference and ‘Lunch and Learn’ sessions, that bring together the brightest minds in the business. Here you can learn new things, network, and celebrate success together.
Exciting digital technology
Challenging and rewarding projects: The range of technologies and industries that we are so diverse, that no two projects are alike. The result? A role for you that’s varied and provides the opportunity to expand your expertise and develop your career further.
Health & wellbeing
Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme, Wellbeing Champions, Mental Health First Aiders, Access to Work scheme, and more.
Personal development
We like to invest in our people. We offer training and technology certifications, mentoring and coaching, specialist or management careers, access to our on-the-go immersive learning platform, Percipio, and much more.
Inclusive workplace
People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.
Pension and financial security
Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? We offer auto-enrolment onto our pension scheme, a Sharesave/SAYE scheme and more besides.
Flexible benefits
Do you fancy a new bicycle? Want to work-out at the gym? Or do you prefer to get-away from it all? With our voluntary flexible benefits platform, ‘My Benefits’, you can. Achieve savings with our Cycle2Work, GymFlex, Travel Insurance benefits and loads more.
You belong
At Computacenter, we celebrate difference and it’s important to us that we have a working culture where you can be free to be yourself; in an environment where you feel valued, respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.
As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access to opportunities for everyone. Your application is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.
We are proud to be a Disability Confident Employer, a government scheme that helps employers attract, recruit, and retain disabled staff. We welcome applications from disabled people and accept applications in alternative formats – and guarantee to interview applicants who have a disability.
Winning Together
At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.
As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.
The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.
We are an award-winning employer!
Your working environment
Meet your recruiter
Lauren Oakeby
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