Technical Analyst - Service Desk

Milton Keynes
05 Oct 2017
03 Nov 2017
Contract Type
Full Time
Summary Computacenter is Europe's leading independent provider of IT infrastructure services. We enable users and their businesses by providing great service, keeping our promises and taking responsibility. If you share our approach, why not join us as a Technical Analyst in Milton Keynes? You'll work on anything from providing technical support for our contact centre systems that underpin the Global Service Desk (GSD) business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands on working within proactive maintenance activities including, daily checks across all systems. We are really looking for a driven individual who takes hold of opportunities to expand their knowledge. Package Competitive Based in Milton Keynes Main Responsibilities Main Responsibilities: * Providing support to the Business take on (BTO) team for the Global Service Desk (GSD) including data capture, tools discovery and testing. * Encouraging standardisation and driving innovation across GSD from a tools & process perspective. * Testing of new tools to ensure that they are fit for purpose for GSD. * Occasional fulfilment of Business As Usual requests for User administration of GSD tools. The role will include: Processing Requests from GSD Management 10%: * New Starter and Leavers * Internal moves * Find my shift Administration * Wallboard administration * Avaya/ ACCCM/ CMS administration * SharePoint administration * Remedy Decision Tree Set up and amendment * Remedy Template up and amendment * Remedy support group updates * Avaya cube/ Customer report administration * Verint administration * Verint Form Creation & Amendment Testing 35%: * Definition of test Requirements * Creation of Release, Iteration & Test Plans * Scheduling the Testing Activities * Running Tests, Recording Results & Logging Incidents * Triage of Issues & Defects * Creating and updating Test scripts for new & existing GSD tools New Business Take on 25%: * ITSM/ ITSP Data Set review * Attendance of SMC workshops for new Customers for Incident/ Request * Data analysis * Testing - standard CC tools testing for operability * Fit for purpose testing against the call logging tool (Third party only) * Tools discovery New Tool Roll Outs 30%: * Data capture activities * UAT & Regression testing * Implementation & Hypercare * Tools Consultancy * Process creation & Amendment Ideal Candidate Ideal Candidate: - Good knowledge of Response, Incident & Request Management - Understanding of existing tool configuration/administration and RFC process - Good working Remedy knowledge (ITSP, ITSM &/ Remedy 9) - Project Management experience - Methodical and analytical approach - A good awareness of emerging call centre technologies - Ability to work to tight deadlines - Web development skills - HTML, CSS, JavaScript - SQL Server/MYSQL Background - Excellent Excel skills - Flexible to travel to UK & International locations (Holds current driving licence & valid passport - willing and able to travel)
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