Job Description

Why choose Logicalis?

Itxe2x80x99s not just IT solutions, Itxe2x80x99s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customersxe2x80x99 vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worldxe2x80x99s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

• Day-to-day support of our customerxe2x80x99s server environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Development of peer relationships with key Suppliers.
• Work with the other departments to understand and share technical strategy.
• Work as part of an Operations Shift Team on a Day/Night shift rotational basis for 24/7 support.

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Helping to identify gaps in existing technical documentation, knowledge, and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

• Maintain and improve customer satisfaction levels.
• Ensure monthly SLA metrics for all Operations customers are achieved.

Logicalis