Associate Technical Analyst - Desktop Support

Life on the team

Its an exciting opportunity for Associate Technical Analyst role in Computacenters 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

• Provide first-level technical support for desktops, laptops, printers, and other peripherals.
• Ensure to keep the agreed KPIs (SLA/ OLA)
• Install, configure, and troubleshoot Windows operating systems and basic software applications (MS Office, browsers, antivirus, etc.)
• Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements including device imaging, IMAC support.
• Maintain and improve customer satisfaction by providing consistent customer experience
• Monitor all tickets and assisting with escalations in line with company processes to ensure customer demands are met
• Coordinate with higher-level support or vendors when necessary.
• Maintain asset inventory in the client tool and documentation.
• 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.

What you’ll need

• Below 3 years of experience is required for Associate Technical Analyst position
• Fluent in English and in any other relevant support language (if second language is required)
• Proven experience with Customer service and confidence in communication with internal and external customers
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• SLA and OLA orientated and can prioritize on urgency and requirements
• Working knowledge of Windows, Office O365
• Good interpersonal, literacy and numeracy skills
• Works under supervision, team player, able to learn new tasks/areas quickly and willing to progress
• Able to follow instructions and procedures
• Demonstrates an organized approach to work.
• Good communication skills
• Independent, result-oriented and structured work under pressure