Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.
T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.
Let us together shape the world of tomorrow!
The position of an Analyst is primarily a role providing a range of second line functional and business support services relating to Global Livelink and Centra Services and other on boarded KM services. A Livelink Analyst is assigned across all supported customer groups and provides integrated second line functional, business and administrative support for Global Livelink. The scope of support covers any OU that contracts to the service and geographically has a global reach. The Analyst may also have cross team responsibilities when asked to undertake actions on behalf of the Service Management Team.
• To provide a second line functional and business support, including the communication of complex issues to appropriate third line support teams/software vendors. • Respond to all service or functional requests for assistance in a timely and efficient manner and according to agreed performance service levels, standards and procedures. • Follow escalation procedures for any service or functional requests that are not progressing to customer or internal satisfaction. • Maintain accurate service or functional request records, including contact and fulfillment details. • Propose functional and business solutions, within the scope of his/her expertise, which fully takes into account the business needs of the customers. • Propose, discuss and evaluate potential solutions amongst colleagues in the BSD and/or other service providers and implement resolutions as appropriate • Provision detailed functional and business advice and guidance to all customers in the effective use of the Livelink system and modules available to them. • Provide an effective and friendly interface between the customers and third parties supplying all appropriate diagnostic functional information required to ensure resolution. • Operate effectively without necessary direct supervision and within a clear accountability framework..
• Ensure all variances against service levels are highlighted to relevant team leaders while trying to resolve any conflict or contention for services. Initiate action to maintain or enhance levels of service within sphere of operation, recognising issues that need to be referred for approval. • Plan and monitor the use of their own time to ensure that assigned activities are managed within agreed targets. • KM solution builder – identifying reactively, draft solutions to team leaders where gaps in team knowledge are identified.