At a Glance
- Tasks: Join our team as a 2nd Line Support Analyst, resolving incidents and managing IT services.
- Company: Be part of a global leader in digital transformation with over 20,000 employees worldwide.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Make a real impact by improving customer service and enhancing IT infrastructure.
- Qualifications: Experience in 2nd Line Support and a good understanding of IT infrastructure is essential.
- Other info: Work in a dynamic environment with a focus on teamwork and innovation.
The predicted salary is between 36000 - 60000 £ per year.
An opportunity has arisen for a 2nd Line Support Analyst to join our dedicated customer Technical Operations Command Centre Team in Nottingham, Hatfield or Milton Keynes. The role requires an initiative driven, proactive individual, with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. The roles will focus on remotely resolving incidents, increasing the first-time fix rates in addition to Batch Management and Event Monitoring. You are encouraged to use your skill and knowledge to proactively improve the services we offer to add quality and value to our customers.
What you’ll do:
- Upholding a high level of customer service will be key, as the successful 2nd Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports.
- You will be responsible for the BAU service for multiple technologies within the Command 2nd Line team, working to manage batch processing, event management, incidents, problems, requests and changes.
- Support the business and our customers on a 24 x 7 rotated basis.
ROLES & RESPONSIBILITIES:
Technical (80%):
- Batch Monitoring and Management
- Event/Alert Monitoring and Management
- Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved
- Patch Management
- 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
Administration (20%):
- 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 as required (including problems, requests, changes)
- Assist with SLA reporting
What you’ll need:
- Ideally you should already hold Security (SC Clearance) or the willingness and ability to undertake.
- A good technical working knowledge of SQL, Wintel, Messaging, Patching and iSeries Operations would be highly beneficial.
- Some 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.
- Good understanding of IT infrastructure.
- Good working knowledge of Operating systems.
- 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.
About us:
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.
Second Line Analyst employer: Computacenter
Contact Detail:
Computacenter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as SQL, Wintel, and iSeries Operations. Having a solid understanding of these areas will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved incidents in a high-pressure environment. This will help you illustrate your ability to handle the demands of the 2nd Line Analyst position effectively.
✨Tip Number 3
Brush up on your communication skills, as this role requires interaction with colleagues and stakeholders at various levels. Practising clear and concise explanations of technical issues can set you apart from other candidates.
✨Tip Number 4
Research the company’s values and recent projects to understand their approach to customer service and technology. Being able to align your answers with their mission during interviews will show that you're a great fit for the team.
We think you need these skills to ace Second Line Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 2nd Line roles. Emphasise your technical skills in SQL, Wintel, and incident management tools, as well as any experience with batch monitoring and event management.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully resolved incidents in previous positions and how you can contribute to improving service quality.
Highlight Communication Skills: Since the role requires excellent communication with colleagues and stakeholders, provide examples in your application that demonstrate your ability to communicate effectively in a technical environment.
Showcase Problem-Solving Abilities: Detail instances where you've worked under pressure to resolve technical issues. Highlight your methodical approach to problem-solving and how it has led to successful outcomes in past roles.
How to prepare for a job interview at Computacenter
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of SQL, Wintel, and other relevant technologies. Be prepared to discuss how you've used these skills in past roles, especially in incident management and batch processing.
✨Demonstrate Customer Service Skills
Since the role emphasises high levels of customer service, think of examples where you've successfully resolved issues for customers. Highlight your communication skills and ability to work under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in a technical environment. Prepare to discuss how you would handle specific incidents or challenges, focusing on your methodical approach to resolving issues.
✨Familiarise Yourself with ITIL Framework
Understanding the ITIL framework can be beneficial for this role. Be ready to explain how ITIL principles apply to incident management and how they can improve service delivery.