Computacenter
1st Line Support Analyst (SC Cleared)
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Security Cleared (Minimum SC) First Line Analyst
Multiple Hires sought for a brand new team
Location
Nottingham
Shifts
Monday - Friday rotating Early, Mid, Late shifts to cover 7am - 7pm
The Analysts provide technical support and service delivery to Computacenter's customers.
Responsibilities
- Incident investigation and resolution
- Request fulfillment
- Assisting problem investigations
- Identifying and generating support documentation
- Technical coaching, ensuring adherence to agreed standards and procedures
What you'll do
Incident/Request Management 80%
- 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 incident is left unattended beyond SLA.
- Escalate potential service issues initially with Line Manager.
- Liaise with Line Manager on specific projects where requested.
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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.
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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.
- 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.
- Excellent customer service skills, communication, and strong attention to detail.
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