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- Tasks: Provide top-class IT support as the first point of contact for customers.
- Company: Leading independent technology and services provider with a focus on people.
- Benefits: Inclusive culture, training provided, and opportunities for career growth.
- Why this job: Kickstart your IT career while making a real difference in customer support.
- Qualifications: No prior experience needed; just a positive attitude and willingness to learn.
- Other info: Join a diverse team and enjoy a supportive work environment.
The predicted salary is between 30000 - 42000 £ per year.
An opportunity has arisen for a First Line Analyst to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. This role will be covering the hours of 7am till 7pm, Monday to Friday, with varying shift patterns.
The primary duties will include:
- Receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs.
- Capturing customer details and the issue description into a call management application, then providing additional information about possible next steps to the caller.
- Resolving incidents remotely where possible and updating colleagues on any undocumented fixes.
- Distributing incidents and requests to other support teams.
- Providing ticket updates to the customer.
- Performing additional troubleshooting if tickets are missing information.
- Escalating incidents where customer calls to chase, or where progress is slow.
- Monitoring Service Desk ticket queues, ensuring that all tickets are fully updated and processed appropriately.
- Establishing and maintaining high levels of communication with customers and staff.
- Analysing and investigating customer issues and requests, providing appropriate support and guidance with further troubleshooting if necessary.
- Updating and creating knowledge articles while archiving legacy documents which are no longer needed.
What you will need:
- Either currently hold SC clearance or ability to go through this process.
- Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes; remote working is not currently available.
- Experience of working in a 1st/2nd line environment is preferred, but not vital.
- Can confidently take ownership of an incident then recommend fixes or areas of investigation to ensure it reaches a satisfactory resolution.
- Ability to work well in a team and to support team members.
- Good troubleshooting skills.
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.
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.
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!
IT First Line Support Analyst in Nottingham employer: Computacenter AG & Co. oHG
Contact Detail:
Computacenter AG & Co. oHG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT First Line Support Analyst in Nottingham
✨Tip Number 1
Get to know the company! Research their values and culture so you can show how you fit in. When you apply through our website, mention specific things you admire about us.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about resolving IT issues, brush up on common problems and solutions. We love seeing candidates who can think on their feet.
✨Tip Number 3
Network with current employees! Reach out on LinkedIn or attend industry events. They can give you insider tips and might even put in a good word for you when you apply through our site.
✨Tip Number 4
Prepare for the interview by practising common questions! Think about scenarios where you've successfully resolved issues. We want to see your problem-solving skills in action!
We think you need these skills to ace IT First Line Support Analyst in Nottingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT First Line Support Analyst role. Highlight any relevant technical knowledge or customer service experience, even if it’s from a different field.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about IT support and how your attitude and aptitude make you a great fit for our team. Be genuine and let your personality shine through!
Showcase Your Troubleshooting Skills: In your application, give examples of how you've successfully resolved issues in the past. We love seeing problem-solving in action, so don’t hold back on sharing your experiences!
Apply Through Our Website: We encourage you to apply directly 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!
How to prepare for a job interview at Computacenter AG & Co. oHG
✨Know Your Stuff
Familiarise yourself with common IT issues and troubleshooting techniques. Even if you’re new to the field, having a basic understanding of hardware and software will help you impress during the interview.
✨Show Your Customer Service Skills
Since this role is all about providing top-class service, be ready to share examples of how you've handled customer interactions in the past. Highlight your ability to communicate clearly and resolve issues efficiently.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, like a frustrated customer or a technical problem. Think through potential scenarios and how you would approach them, demonstrating your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what success looks like in this role. This shows your genuine interest and helps you assess if it’s the right fit for you.
