Role
Reporting to a Team Leader, you will already have a proven experience of working
as an analyst in a technical service centre environment. Your responsibilities
will include:
• Management of all Changes/Service Requests/IMACS within SLA targets/aspirations
by
• Co-ordination of multiple resolving groups where applicable
• Monitoring progress against actions across resolver groups
• Ownership of the accuracy and quality of information on all logged Changes/Service
Requests/IMACS
• Keeping end users updated with resolution progress, resetting expectations
where necessary
• Chairing Change Advisory Board (CAB) meetings
• Managing Changes escalated from Incident Handlers
• Ownership of Changes/Service Requests/IMACS through to closure
• Carrying out Risk & Impact evaluation of changes
• Identification of trends as Changes/Service Requests/IMACS
• Service Reporting
Skills Required
• Excellent PC skills – including knowledge of Outlook, Word, Excel & EARS
• Excellent communication skills, both written and verbal. Ability to interpret
technical issues for a less technical audience
• Good IT knowledge, including an understanding of network infrastructure
• Organisational skills, accuracy and ability to work to tight deadlines
• Ability to work under pressure
• Ability to multi task and take on additional roles as and when required
• Very good knowledge of French is required (any other wide circulation language
is a real asset)
Personal Attributes
• Team player with the ability to build relationships with both colleagues and
external clients
• High degree of attention to detail
• Analytical and methodical approach to working
• Flexibility within role and flexible approach to assigned work
• Enthusiastic, confident with a “can do” attitude
• Patience
• Willing to work in shifts
apply at: recruitment.iasi.ro@capgemini.com
Capgemini Romania (change)