Second Line Support Analyst

Computacenter; Hatfield; On-site; GBP 30,000 - 50,000; Full time

Job description

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

1. 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.
2. 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.
3. 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.
4. Support the business and our customers on a 24 x 7 rotated basis.

ROLES & RESPONSIBILITIES:

Technical (80%)

1. Batch Monitoring and Management
2. Event/Alert Monitoring and Management
3. Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved
4. Increase the First Time Fix rate
5. Adhere to escalation procedures
6. Assist with technical escalations for other team members
7. Monitor call queue and follow up with specialist support teams for resolution
8. Adhere to customer and Computacenter Security Policies

Administration (20%)

1. Contribute to and use Company and customer procedures
2. Participate in team and function meetings
3. Utilise the Incident Management tool suite to monitor progress of all incidents
4. Ensure accurate completion of all incident records
5. To monitor and update the call management system as required (including problems, requests, changes)
6. Assist with SLA reporting

What you'll need

1. A good technical working knowledge of SQL, Wintel, Messaging, Patching and iSeries Operations would be highly beneficial.
2. Some Infrastructure support experience / exposure at a second line level
3. Working knowledge of application, incident management tool with quality incident management skills.
4. Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers
5. Good understanding of IT infrastructure
6. Good working knowledge of Operating systems
7. Ability to work on own initiative, address and resolve problems in a pressurised environment.
8. Ability to resolve incidents in the server environment/operating systems used by the customer
9. Excellent organisational skills, able to take a methodical approach to service issues
10. Contributes to, supports and works within the team
11. Excellent communication and interpersonal skills
12. Able to work under pressure

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.