At a Glance
- Tasks: Manage incidents and ensure top-notch service delivery in a dynamic IT environment.
- Company: Join Computacenter, a leading IT infrastructure services provider with a collaborative culture.
- Benefits: Enjoy a supportive work environment, competitive salary, and opportunities for professional growth.
- Other info: Flexible shift patterns and a focus on teamwork in a thriving community.
- Why this job: Be part of a flagship team, making a real impact on customer satisfaction and service excellence.
- Qualifications: Experience in 2nd Line Support and strong technical skills in various IT platforms.
An opportunity has arisen for a Second Line Analyst to join our thriving business. The successful candidate will be proactively responsible for the governance and delivery of all tasks undertaken within Computacenter’s Global Command Centre. This will be a busy and exciting time for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers’ expectations.
You'll be upholding a high level of customer service, as the successful 2nd Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports. You'll be responsible for the BAU service for multiple technologies within the Unified 2nd Line team, working to manage batch processing, event management, incidents, problems, requests and changes.
You'll work effectively with the Command Centre team and all dependant service lines. Ensure control of the service delivery and its projected timeline, maintaining communications and updates with all internal and external stakeholders. We are looking for someone who can communicate with colleagues and stakeholders at all levels as the account this role is aligned to is a high flying and a flagship one for us. The position supports the business and our customers on a 24 x 7 rotated basis.
What you’ll do:
- Batch Monitoring and Management
- Event/Alert Monitoring and Management
- Incident Management - respond and resolve incidents to ensure SLA targets are achieved
- Increase the First Time Fix rate
- Adhere to escalation procedures
- Assist with technical escalations for other team members
- Monitor call queue and follow up with specialist support teams for resolution
- Adhere to customer and Computacenter Security Policies
- Assist with Event Reduction/Shift Left activities/Automation Plans
- Contribute to and use Company and customer procedures
- Participate in team and function meetings
- Utilise the Incident Management tool suite to monitor progress of all incidents
- Ensure accurate completion of all incident records
- Monitor and update the call management system
- Assist with SLA reporting
What you’ll need:
- To either have current SC clearance or meet the qualification criteria
- High level technical skill in iSeries platform plus a good technical working knowledge of SQL, Wintel, Messaging, Patching and Operations would be highly beneficial.
- Some Network Infrastructure support experience / exposure at a second line level
- Working knowledge of application, incident management tool with quality incident management skills.
- Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers
- Ability to work on own initiative, address and resolve problems in a pressurised environment.
- Ability to resolve incidents in the server environment/operating systems used by the customer
- Excellent organisational skills, able to take a methodical approach to service issues
- Contributes to, supports and works within the team
- Excellent communication and interpersonal skills
- Able to work under pressure
- Good customer skills
We would also welcome knowledge and experience in the use of MS Word and Excel, commercial awareness, experience of ITSM applications or understanding of ITIL Framework.
Additional information:
- Country: UK
- Location: Nottingham
- Hours: 38hrs per week. Shift-based working between 7am to 7pm and 7pm to 7am
- Role Type: Permanent
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.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community? We’re growing. We’re hiring. We encourage. We empower. We support.
Senior Service Asset and Configuration Management Analyst in Nottingham 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.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Asset and Configuration Management Analyst in Nottingham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Computacenter values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Computacenter might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Computacenter!
✨Direct Apply to Computacenter
Let's not forget to apply directly through the Computacenter website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Asset and Configuration Management Analyst in Nottingham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Computacenter.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Computacenter. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Computacenter
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
