Price : Free Western Cape Job Hunter
06-02-18 16 Hits

To own the Problem Management process of Global Infrastructure Operations within a team.

Administration 15%

Comply with Computacenter codes of conduct, policies, procedures, processes, directives and productivity management working practices.

Understand and comply with all Customer and Computacenter procedures and directives.

Attend Corporate, team & customer meetings when requested by the Team Leader / SOC Manager / Remote Services Management.

Complete administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.

Administor and update the Known Error log / fix database.

Identify and provide input into agreed Risk register.

Administor Problem Management Mailbox.

Create and maintain closure codes and incident categorisation codes.

Assist in the Development of best practice within the Problem Management function.

Proactive Problem Management 35%

Proactively identify and mange the resolution of recurring problems through effective trending and root cause analysis.

Identify oppurtunities to improve the service across the IT estate.

Document recommendations for any Service Improvement Plan for the client or Computacenter.

Reactive Problem Management 35%

Host Problem Meetings on behalf of Computacenter Problem Management Team if required.

Monitor and update the problem database by raising Problem records and owning until closure.

Escalate to the Service Manager issues which are likely to impact the customer that have not already been highlighted through the normal escalation process.

Attend or host Problem reviews when requested by the Client or Computacenter and ensure any actions assigned to Problem Management during the review are completed to the agreed timescales.

Reporting 15%

Produce all client reporting to the agreed contracual timescales.

Provide ad-hoc and routine problem management reports to the agreed timescales. Essential Knowledge/Skills:

PC Literate, ability to use standard MS Office applications, particularly Excel to a good user level

Experience of using an incident management system

Experience in Managed Services environment.

Good report writing skills (English)

Good communication skills (English)

Excellent team working skills

Excellent organisational skills, able to take a methodical approach to service issues

Accurately following processes


Logical thinker


Determined to find solutions

Data interpretation.

Desireable Knowledge/Skills:
Previous experience in a problem management role

Good understanding of IT infrastructure

Essential Qualification:
ITIL Foundation qualification

Desirable Qualification:
ITIL Operational Support and Analysis

ITIL Service Operation

Read/Write German would be advantageous

Register and APPLY Online

Tygervalley, Bellville

  Send Message

Junior Second Line Analyst Northern Suburbs WCape Map

Map View

Related ads

IT Support Technician Forshore - Cape Town

Job ID: 7964 Province: Western Cape Region: Cape Town Central Suburb: Foreshore (Cape Town) Company: Bytes System Integration Employment Equity: African, Indian or Coloured Other Languages Required 1: English Other Languages Required 2: Number of… Western Cape


Driver: Light Duty | Europcar | Stellenbosch (181120-13) - Europcar SA Job Title Driver: Light Duty | Europcar | Stellenbosch Branch/Department STEL Company Europcar Job Type Classification Permanent Location - Town / City Stellenbosch Location -… Western Cape


Cotton On is the value fashion destination for what you want, when you want it. We deliver the latest fashion and everyday basics into our stores daily. From day through to night our range is wide in appeal and our stores are the place to find your next… Western Cape

Contact Centre Intern Parow

Exciting opportunities are available for Graduates to gain experience through 12 month internships at our Head Office in Cape Town! Are you energetic, self-motivated and share our passion for service? As a Contact Centre Intern you will be positioned in… Western Cape

Sales & Marketing Sales Administrator Cape Town

Sales Administrator South Africa, South Africa, Cape town Sales & Marketing WD30064561046 What you will do The Sales Administrator is a key role, reporting to the Sales Manager responsible for our Room and Light Commercial air conditioning units and VRF… Western Cape

Report this ad