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Command Center Operations Analyst (with fluent English) Job

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Job Title: Command Center Operations Analyst (with fluent English)
Job ID: 284653
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Role purpose

The Command Center 1st level Operations Analysts are responsible for initial diagnosis using remote management tools and assigning incidents that have not been resolved during the initial support process to recovery groups.

Retain ownership of the incident, remaining responsible for ensuring that the incident continues to be progressed and escalated in accordance with service level targets.

Gathering data and providing progress updates to the customer service desk and internal support teams throughout the life of an incident. Once incidents have been resolved, the 1st level operators will confirm that the initiator is satisfied with the incident resolution, prior to closing the incident record.

Key responsibilities /outcomes
- Incident queue monitoring and recording
- Initial support and classification, correlating events and performing initial fault diagnostic
- Communication within the organization
- Routing requests to recovery groups when incidents are not resolved during initial support
- Monitoring the status and progress toward resolution of all open incidents
- Keeping affected customer service desk informed about progress
- Escalating the process if necessary
- Resolution and recovery of incidents not assigned to recovery groups
- Resolution confirmation and closure of incidents
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
- 1-2 yrs relevant system/network monitoring or2-3 yrs of service desk experience
- Have a minimum of 1-2 years specialist experience working in an IT Managed Services environment
- Have a basic knowledge of TCP/IP, systems management and security aspects; a basic knowledge of Unix, Cisco Works, HP Openview and Net IQ is beneficial, but not required
- Have a working knowledge of MS Outlook and related applications
- Fluency in English
- Have a positive attitude towards working shifts: our operations are 7 x 24 hrs, all days of the year
- Have an aptitude for quick learning of technical and procedural topics plus the ability to work on multiple, dissimilar activities simultaneously
- Have excellent customer service skills
- Be a stress resistant team player with a self-starting, self-motivating and self-learning work approach
Deadline of application submission:19th January 2015, 15:00h

Closing Statement

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to challenging career prospects.

Helyek Budapest
Kategória IT / Informatika
Asszisztencia / Adminisztráció
Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás
Minimális tapasztalat 1 év
Munkaidő tipusa Teljes munkaidő
Elvárt nyelvtudás Angol
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