At a Glance
- Tasks: Provide technical support and resolve incidents for customers in a dynamic service desk environment.
- Company: Join Computacenter, a leading IT infrastructure services provider with a global presence.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for professional growth.
- Other info: Be part of a collaborative team with a focus on customer satisfaction and continuous learning.
- Why this job: Make a real difference by helping customers solve their IT issues every day.
- Qualifications: Experience in service desk support and strong troubleshooting skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
A Security Cleared (Minimum SC) First Line Analyst working in the Second Line Service Desk team supporting delivery of a 24/7 x 365 service working in rotating Early, Mid, Late shifts to cover 7am - 7pm. The Analyst will provide technical support and service delivery to Computacenter's customers.
Responsibilities include:
- Incident investigation and resolution
- Request fulfilment
- Assisting problem investigations
- Identifying and generating support documentation
- Technical coaching, ensuring adherence to agreed standards and procedures
What you'll do:
- 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 Service Desk 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.
- Experience in a Second Line Support capacity would be advantageous.
About us:
Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.
First Line Analyst 3 in Nottingham employer: Computacenter AG & Co. oHG
Computacenter is an exceptional employer, offering a dynamic work environment in Nottingham where employees are empowered to grow and develop their skills in IT support. With a strong focus on teamwork and customer satisfaction, the company provides comprehensive training and knowledge-sharing opportunities, ensuring that every team member can thrive in their role while contributing to meaningful projects. The 24/7 service model fosters a collaborative culture, making it an ideal place for those seeking a rewarding career in technology.
Contact Details:
Computacenter AG & Co. oHG Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land First Line Analyst 3 in Nottingham
✨Tip Number 1
Get to know the company! Research Computacenter and understand our values, services, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which can boost your chances of landing that First Line Analyst position.
✨Tip Number 3
Prepare for the interview by practising common questions related to service desk support. Think about scenarios where you've resolved incidents or provided excellent customer service. We love hearing about real-life examples that showcase your skills!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining our team at Computacenter.
We think you need these skills to ace First Line Analyst 3 in Nottingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your troubleshooting skills and any relevant experience in Service Desk Support to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the First Line Analyst role. Share specific examples of how you've resolved incidents or supported customers in the past.
Showcase Your Technical Knowledge:We love candidates who are passionate about tech! Mention any experience you have with Windows 11, M365, or supporting remote workers. This will show us that you’re ready to hit the ground running.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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. Be ready to discuss your troubleshooting skills and any relevant experiences you've had in a Service Desk Support role.
✨Showcase Your Customer Service Skills
Since this role is all about customer satisfaction, prepare examples of how you've gone above and beyond for customers in the past. Think about specific incidents where you resolved issues effectively and kept the customer informed.
✨Familiarise Yourself with Incident Management
Understand the incident management process and be prepared to discuss how you would handle incidents that come from First Level analysts. Highlight your experience with managing incidents and ensuring they are resolved within SLA.
✨Team Player Attitude
This role requires collaboration with team members and other Service Analysts. Be ready to talk about how you’ve supported your colleagues in the past and how you approach teamwork, especially in a fast-paced environment.
