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.
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
Determined to find solutions
Previous experience in a problem management role
Good understanding of IT infrastructure
ITIL Foundation qualification
ITIL Operational Support and Analysis
ITIL Service Operation
Read/Write German would be advantageous
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