Associate Technical Analyst - Service Desk

Associate Technical Analyst

Location: IN - Bangalore 24/7 | Job-ID: 217368 | 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 & no fixed Week Offs) includes night shift

Process – Calls & Chats / Email / Requests

5 days work from Office Mandatory

 

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 analyze reports on request management performance, identifying trends and areas for improvement.

Experience & Education:

• Bachelor's degree in a relevant field or equivalent work experience (10+2+3 Graduation mandatory)
• 6 Months – 3 Year in Service Desk (Calls & Chats / Email / Requests)

 

Skills:

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Problem-solving and critical thinking abilities.
• Excellent problem-solving and analytical skills, Strong communication and interpersonal skills.
• Ability to work collaboratively in a team with 24/7 work environment.

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. 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.
#winningtogether #peoplematter

Experience Level

Mid Level