Job expirat
POSITION PURPOSE AND SCOPE OF WORK:
Technical & Service Assurance
• Identify and monitor key system activities and controls; formally log any non-compliance and ensure improvement and resolution plans are put in place (Service Improvement Plans).
• Ensure key system metrics are captured, monitored and reported to continuously assure the ‘health’ of infrastructure
• Analyse system performance information to identify service/support trends.
• Provide assurance of service provider resolution to customer service issues, queries and faults.
Service & Solution Improvement
• Support the Service Providers in providing an effective Problem Management process to ensure trending of technical issues, root cause analysis
• Contribute to Improvement Plans with the Service Providers as a means of ensuring continuous improvement of the applications and service/support provided.
• Issuing Customer satisfaction surveys, analysing results and agreeing actions plans for service improvement.
Service Management & Support
• Provide user support for infrastructure issues and their supporting business processes.
• Provide advice and coaching where required for all users of infrastructure.
• Identify and guide the customer in the best practise usage of the systems.
• Progress and review technical complaints, escalations and queries.
• Continuous Service Desk Script Review for detail and accuracy.
• Incident management – Assist in communications between customer and service provider, assessing business impact, acting as a bridge between service provider and user community and reviewing plans and root cause analysis and MIRs. Feeding in to problem management.
Communications
• Maintaining information pages for incidents, planned system outages, and applications & services on Hawk.
• Communicating Incidents to customers and stakeholders and provide updates on any follow on actions (e.g. root cause).
Excellent English skills both verbal and written;
Experienced in 1st/ 2nd line support with good knowledge of: Windows Server 2000/2008;
Windows XP/7, Active Directory, MS Office 2003 / 2010, Networking ;
Understanding of ITILv3 Processes
Sound knowledge relating to IT Infrastructure services such as Active directory and Exchange
Excellent communication skills (written and oral)
Excellent customer service skills
Excellent team player
Able to act on own initiative.
Good planning and organisation
Ability to be flexible in their approach to work
Ability to manage a demanding and conflicting workload to tight deadlines
Excellent numeracy / literacy skills
Commercially aware
Experience of User Acceptance Testing is an advantage
Willing to travel
WORK SHIFTS PATTERN:
Work pattern: Monday – Friday 8 Hours day shifts (9:00)
The role will require travel to the UK for an initial period of one month to support knowledge transfer with additional travel to the client site according to the needs (Initially 1 week every 3 months).
Capgemini is headquartered in Paris, France and operates in more than 30 countries. We are, above all, a people company¿¿¿with over 90,000 employees in North America, Europe, and the Asia Pacific region. With more than 300 offices around the globe, we are one of the world¿¿¿s largest providers of Consulting, Outsourcing and Technology Services.
