2nd Line Analyst - SCCM / Intune

Computacenter AG & Co. oHG; Hatfield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services company is looking for a 2nd Line Analyst specializing in Patch Management at their locations in Milton Keynes, Nottingham, or Hatfield. This role involves managing security patching and software deployments, collaborating with technical teams, and ensuring compliance with service level agreements. Candidates should have experience in ITIL processes and the ability to work flexibly to meet service demands.

Benefits

Training and support

Career progression opportunities

Qualifications

• Proven experience in ITIL Change Incident and Problem Management.
• Experience with ITSM/Service Now tooling.
• Ability to work flexibly and proactively.

Responsibilities

• Manage customer’s security patching and software deployment.
• Act as the first point of contact for Patch related incidents.
• Conduct root cause analysis with technical teams as required.

Skills

ITIL Change Incident and Problem Management

ITSM/Service Now tooling

Flexibility and proactivity

Job description

Overview

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Location: UK - Hatfield, UK - Nottingham, UK - Milton Keynes | Job-ID: 212213 | Contract type: Standard | Business Unit: Service Desk

Life on the team

2nd Line Analyst (Patch Management)

Location: Hatfield / Milton Keynes / Nottingham
Hours: 37.5 per week
Location: Full time on Computacenter site (Milton Keynes, Nottingham or Hatfield)
Role Type: Permanent

Additional comments: Ideally you should already be Security Cleared, if not the ability to undertake vetting

The Patch Management service helps customers ensure their End User devices as well as their Servers are patched and security compliant. We achieve this by maintaining the latest patch level on a monthly / quarterly bases. Patch Management also provide a software deployment service to ensure all customer’s core applications are on the latest / supported version. Our goal is to provide users with the best possible upgrade experience, and we achieve this by using our mature and comprehensive standard process and tools. The service is governed and controlled by the Release team.

Patch Management is a global service delivered from the UK, India, and South Africa locations.

What you’ll do

• Manage customer’s security patching and software deployment requirement according to the agreed contract and SLA
• 1st point of contact for escalation of Patch related incident and problems
• Incidents and Problems are owned and managed through to resolution
• Undertake root cause analysis with technical teams where required
• Collaborate with other teams (where required) to ensure efficient remediation and resolution
• Facilitate meetings both internal and external
• Support other team members for cover and contingency
• This role will require a flexible approach and may occasionally require out of hours support

What you’ll need

The ideal candidate will have proven experience and skills in ITIL Change Incident and Problem Management, as well as ITSM/Service Now tooling. You will be a flexible and proactive team member who takes a pragmatic approach to challenges and workload. Leverage your technical expertise and collaborate with the skills of those around you to deliver effective support to the team, ensuring the successful delivery of the Patch Management service to our customers. You will also have the opportunity to help drive service improvement, automation and maturity.

Why you should join the Patch Management Team at Computacenter

You will be joining an open and friendly Global Team who strive to deliver outstanding service and customer satisfaction. You can expect to collaborate with various technical service teams to help achieve your goals and objectives, which will naturally extend your personal network. To help you on your journey we will provide the required training and support from our established team. We are member of Computacenter’s Global Service Operation providing Consultancy, Project Management, Product and Engineering services and so the scope for future career progression will be varied and encouraged.

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.