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For Companies At a Glance
- Tasks: Support customers by managing incidents and providing technical assistance in a dynamic team environment.
- Company: Join a global leader in IT strategy and digital transformation with over 20,000 employees worldwide.
- Benefits: Enjoy flexible working hours, opportunities for growth, and a collaborative team culture.
- Why this job: Be part of an exciting new project, enhancing your skills while making a real impact on customer satisfaction.
- Qualifications: Experience in IT support, excellent troubleshooting skills, and a commitment to customer service are essential.
- Other info: Willingness to obtain Security Clearance is required; remote work options available.
The predicted salary is between 28800 - 43200 £ per year.
Location: UK - Nottingham
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-focused Support Analysts. Ideally, you should already hold Security (SC Clearance) or have the willingness and ability to undertake it. The First Line Analysts will be working in the Remote Service Desk Support team supporting the contract between Mon-Fri covering 7.00am – 7.00pm on a soft shift pattern (37.5 hour working week). 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 / customers on open incidents ensuring no incidents are 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.
1st Line Analyst employer: Computacenter
Contact Detail:
Computacenter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 11 and M365. Having hands-on experience or knowledge about these platforms will give you an edge during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in a corporate IT environment. Be prepared to discuss past experiences where you successfully resolved incidents, as this will demonstrate your capability to handle the role effectively.
✨Tip Number 3
Since customer satisfaction is key for this role, think of examples where you've gone above and beyond for customers. Being able to articulate these experiences will show your commitment to service excellence.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace 1st Line Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've worked in a Second Line Support capacity. Emphasise your troubleshooting skills and familiarity with Windows 11 and M365.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your commitment to customer satisfaction and provide examples of how you've successfully resolved incidents in previous positions.
Highlight Relevant Skills: Clearly outline your technical skills related to incident management, knowledge management, and your ability to work with remote workers across a VPN. This will show that you understand the requirements of the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a role in IT support.
How to prepare for a job interview at Computacenter
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of Windows 11, M365, and VPN support. Be prepared to discuss specific incidents you've resolved in the past and how you approached troubleshooting them.
✨Demonstrate Customer Service Skills
Since this role is customer-focused, highlight your experience in providing excellent customer service. Share examples of how you've handled difficult situations or gone above and beyond for a customer.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to manage incidents or escalate issues, and be ready to explain your thought process and actions taken.
✨Emphasise Team Collaboration
This role requires working closely with other analysts and team members. Be ready to discuss how you contribute to a team environment and support your colleagues, especially in high-pressure situations.
