Computacenter
Second Line Support Analyst
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Life on the Team
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.
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The position supports the business and our customers on a 24 x7 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
- To monitor and update the call management system as
- 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
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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
- Clearance: Must be able to pass Security Clearance
- Hours: 38hrs per week. Shift-based working between 7am to 7pm and 7pm to 7am
- Role Type: Permanent
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