At a Glance
- Tasks: Manage incidents and provide top-notch support in a dynamic remote service desk environment.
- Company: Join a leading tech company focused on delivering exceptional IT services.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Exciting chance to enhance your IT knowledge and work with cutting-edge technologies.
- Why this job: Be part of a team that values customer satisfaction and technical excellence.
- Qualifications: Experience in Second Line Support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
A Security Cleared (Minimum SC) First Line Analyst working in the Remote Service Desk Support team on a 24/7, 12 hour shift pattern.
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.
- Hybrid
- 3-5 days a week in the office (Derby)
- 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 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.
- Desired, but not essential
- Trend analysis and reporting.
- Experience in presenting data to stakeholders.
- #J-18808-Ljbffr
First Line Support Analyst employer: Computacenter
As a Senior Consultant at our company, you'll be part of a dynamic team that values innovation and collaboration, working in a vibrant location that fosters creativity and professional growth. We offer competitive benefits, a supportive work culture that encourages continuous learning, and unique opportunities to lead impactful projects in the cloud technology space. Join us to not only advance your career but also to make a meaningful contribution to cutting-edge solutions in enterprise private cloud platforms.
