1st Line Support Analyst (SC Cleared)

Computacenter; Nottingham; On-site; GBP 32,000 - 45,000; Full time

Job summary

Computacenter in Nottingham seeks a Security Cleared First Line Analyst to join a brand-new team. You will provide technical support and service delivery to Computacenter’s customers, handling incidents and requests and ensuring SLAs are met.

Responsibilities include incident investigation/resolution, knowledge management, and coaching within a proactive, customer-focused environment. The role requires working shifts 7am–7pm, on site in Nottingham, with strong emphasis on collaboration and

Qualifications

• Experience in a Service Desk Support capacity with incident resolution for a large corporate customer.
• Understanding of Corporate IT Environments and their relation to IT infrastructure users.
• Good awareness of IT industry developments.
• Excellent troubleshooting skills and customer-focused mindset.

Responsibilities

• Manage incidents routed from First Level analysts and resolve within knowledge and contract.
• Maintain technical knowledge and expertise for customer-specific applications.
• Progress/close incidents to a satisfactory conclusion on the incident management system.
• Liaise with the team and other analysts/customers on open incidents ensuring SLA adherence.
• Escalate potential service issues with Line Manager and assist on projects as requested.

Skills

Incident resolution

Service Desk

Windows 11

M365

VPN support

Customer service

Troubleshooting

Team player

Job description

• Security Cleared (Minimum SC) First Line Analyst
• Multiple Hires sought for a brand new team
• Nottingham Based
• Monday - Friday rotating Early, Mid, Late shifts to cover 7am - 7pm

The Analysts provide technical support and service delivery to Computacenter's customers.

Responsibilities include Incident investigation and resolution, request fulfilment, assisting problem investigations, identifying and generating support documentation, and technical coaching, ensuring adherence to agreed standards and procedures.

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 Line Manager.
• Liaise with Line Manager 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.

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.
• 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.