Find a job 
Featured Companies 
Featured Universities 
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 a full-time role with flexible hours and opportunities for professional growth.
- Why this job: Be part of an exciting new client project and make a real impact in the tech industry.
- Qualifications: Experience in Second Line Support, excellent troubleshooting skills, and a commitment to customer satisfaction required.
- Other info: SC Clearance is preferred; remote work support experience is a plus.
The predicted salary is between 30000 - 42000 £ per year.
Location: UK - Nottingham, UK - Milton Keynes
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 Remote Service Desk Support team, full-time on-site in either Milton Keynes OR Nottingham 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 / 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.
Service Desk Analyst (SC Cleared) employer: Computacenter
Contact Detail:
Computacenter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (SC Cleared)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 11 and M365. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight any previous experience you have in a Second Line Support capacity. Be prepared to share specific examples of incidents you've resolved, especially in corporate IT environments, as this will show your capability to handle similar challenges at StudySmarter.
✨Tip Number 3
Since customer satisfaction is key, think of ways you can illustrate your commitment to excellent customer service. Prepare anecdotes that showcase your problem-solving skills and how you’ve gone above and beyond to assist users.
✨Tip Number 4
If you don’t already hold SC Clearance, be ready to discuss your willingness and ability to obtain it. Showing enthusiasm for this requirement can set you apart from other candidates who may not be as flexible.
We think you need these skills to ace Service Desk Analyst (SC Cleared)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Second Line Support and showcases your troubleshooting skills. Emphasise any previous roles where you managed incidents or provided customer support, especially in corporate IT environments.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the requirements of the Service Desk Analyst role. Mention your SC Clearance status or willingness to obtain it, and demonstrate your commitment to customer satisfaction and teamwork.
Highlight Technical Skills: In your application, clearly outline your technical skills related to Windows 11, M365, and VPN support. Provide examples of how you've successfully resolved incidents or supported remote workers in the past.
Showcase Knowledge Management Experience: If you have experience in updating technical support documents or sharing knowledge with colleagues, make sure to include this in your application. This shows your proactive approach to problem-solving and collaboration.
How to prepare for a job interview at Computacenter
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with incident management, troubleshooting, and customer service expectations. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows 11, M365, and supporting remote workers. Highlight specific examples where you've successfully resolved incidents or improved processes. This will show that you have the technical expertise required for the job.
✨Emphasise Customer Service
Since this role is customer-focused, be ready to share examples of how you've provided excellent customer service in the past. Discuss how you handle difficult situations and ensure customer satisfaction, as this is crucial for the position.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the transition process for the new customer account, and any challenges they foresee. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
