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- Tasks: Manage incidents and provide top-notch support in a dynamic service desk environment.
- Company: Join a leading tech provider with a strong focus on people and inclusivity.
- Benefits: Enjoy a competitive salary, hybrid work model, and opportunities for personal growth.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in IT support, excellent troubleshooting, and customer service skills required.
- Other info: Be part of a diverse culture that values every individual and promotes career advancement.
The predicted salary is between 30000 - 42000 £ per year.
A Security Cleared (Minimum SC) First Line Analyst working in the Service Desk Support team on customer site. 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.
Shift - Rotates between 07:00am - 19:00
Hybrid - 3 days a week in the office (Derby)
Responsibilities- 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
- 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.
- Experience in a First / 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 networks.
- Must have excellent customer service skills, communication and strong attention to detail.
- Desired, but not essential: Trend analysis and reporting.
- Experience in presenting data to stakeholders.
We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.
Our business may be about technology, but first of all it’s about people. With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.
As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.
We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.
If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!
First Line Analyst - 6 Month FTC employer: Computacenter AG & Co. oHG
Contact Detail:
Computacenter AG & Co. oHG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Analyst - 6 Month FTC
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Computacenter. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Go through common interview questions related to First Line Analyst roles. Think about your past experiences and how they relate to the job description. The more you prepare, the more confident you'll feel during the actual interview.
✨Tip Number 3
Show off your troubleshooting skills! Be ready to discuss specific incidents you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Tip Number 4
Don’t forget to ask questions! At the end of the interview, have a few thoughtful questions prepared. This shows your interest in the role and helps you determine if the company is the right fit for you. Plus, it’s a great way to engage with your interviewers!
We think you need these skills to ace First Line Analyst - 6 Month FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the First Line Analyst role. Highlight your experience in IT support, especially with Windows 11 and M365, as well as any troubleshooting skills you have. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills can contribute to our team. Don’t forget to mention your commitment to customer satisfaction and teamwork – those are key for us!
Show Off Your Technical Knowledge: In your application, make sure to showcase your technical knowledge and experience with corporate IT environments. We love candidates who can demonstrate their understanding of the tech landscape and how they’ve applied that knowledge in real-world situations.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Computacenter AG & Co. oHG
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows 11 and M365. Familiarise yourself with common issues and solutions that First Line Analysts encounter. This will not only help you answer questions confidently but also show that you're proactive about your learning.
✨Show Off Your Customer Service Skills
Since this role is all about customer satisfaction, be ready to share examples of how you've handled difficult situations in the past. Think of specific instances where you resolved an issue or went above and beyond for a customer. This will demonstrate your commitment to service excellence.
✨Team Player Vibes
Highlight your ability to work well in a team. Prepare to discuss how you've collaborated with colleagues in previous roles, especially in a support capacity. Mention any experiences where you shared knowledge or helped a teammate out, as this aligns with the collaborative culture they value.
✨Ask Smart Questions
Prepare some insightful questions to ask at the end of your interview. This could be about their incident management system, how they handle escalations, or what the team dynamics are like. It shows you're genuinely interested in the role and helps you gauge if it's the right fit for you.
