1st Line Analyst

Computacenter Holding GmbH; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in digitisation is seeking Service Desk Analysts to support a new client account in Nottingham. You'll manage incidents, provide technical support, and ensure customer satisfaction while working in a dynamic team environment. Ideal candidates will have experience in Second Line Support and excellent troubleshooting skills.

Qualifications

• Experience in a Second Line Support capacity with proven incident resolution.
• Understanding of Corporate IT Environments.
• Experience supporting Windows 11 and M365.

Responsibilities

• Manage incidents routed from First Level analysts and resolve them.
• Review and update technical support documents.
• Liaise with customers on open incidents.

Skills

Troubleshooting

Customer Service

Communication

Attention to Detail

Job description

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Service Desk Analyst (SC Cleared) 24 x 7 Shift

Location: UK - Nottingham, UK - Milton Keynes | Job-ID: 212563 | Contract type: Standard | Business Unit: Information Technology

Life on the team

Due to a brand-new client win, we are seeking a number of qualified and customer focussed Support Analysts. Ideally you should already hold Security (SC Clearance) or the willingness and ability to undertake.

The First Line Analysts will be working in the Service Desk Support team supporting the contract on shift (24x7) between Mon-Sun.

This is opportunity will be based from either Milton Keynes OR Nottingham

These opportunities are key in assisting with the transition and on-boarding of a new customer account with a view to continue into BAU once the service goes live. The analyst will understand and manage the technical aspects of service delivery to the standards and procedures agreed with Computacenter’s customers, including problem investigation, support documentation and technical coaching.

What you’ll do

Incident/Request Management 80%

• Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
• Maintain technical knowledge and expertise associated with applications specific to individual customers.
• Progress / close incidents to a satisfactory conclusion on the incident management system.
• Liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA.
• Escalate potential service issues initially with Team Leader.
• Liaise with Team Leader on specific projects where requested.

Knowledge Management 20%

• To review and update technical support documents and procedures considering personal experience and information received.
• Share knowledge with colleagues and customers through direct communication and knowledge sharing tools.
• Proactively research problems and solutions and document findings for the advantage of customers and colleagues.
• Actively develop personal knowledge and awareness of new products and solutions.

What you’ll need

• Experience in a Second Line Support capacity, with proven experience of resolving incidents for a large corporate customer.
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
• General awareness of developments in the IT industry.
• Must have excellent troubleshooting skills.
• Ability to work in a team and to support team members.
• Committed to customer satisfaction and ownership of issues.
• Experience of supporting Windows 11 and M365.
• Experience with supporting remote workers across a VPN.
• Experience of rebuilding workstations.
• Experience of networks.
• Must have excellent customer service skills, communication and strong attention to detail.
  

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.