First Line Analyst

Computacenter; Hatfield; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading IT service provider is seeking a First Line Analyst to join their Service Desk team. This role focuses on providing exceptional customer service for IT issues, engaging with clients, and ensuring effective incident resolution. The position supports both entry-level and experienced IT professionals in a dynamic environment, with opportunities for growth and development.

Benefits

Flexible work schedules

Opportunities for professional and personal development

Qualifications

• Experience in a 1st/2nd line IT environment preferred.
• Good people management skills.
• Ability to handle incidents effectively.

Responsibilities

• Log incidents accurately and provide resolutions.
• Distribute incidents to appropriate support teams.
• Monitor Service Desk ticket queues and update customers.

Skills

Customer Service

Troubleshooting

Teamwork

Education

SC Clearance

Job description

Location: UK - Cust. Site ENG | Job-ID: 214108 | Contract type: Standard | Business Unit: Service Desk

Life on the team

An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required.

Based on the customer site in Derby, you will be working in a small team. There are four different shifts that enable them to cover the phones from 7am to 7pm Mon - Fri. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.

What you’ll do

• Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
• Resolve incidents remotely where possible and update colleagues on any un-documented fixes
• Distribute incidents and requests to other support teams
• Provide ticket updates to the customer
• Perform additional troubleshooting if tickets are missing information
• Escalate incidents where customer calls to chase, or where progress is slow.
• Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
• Establish and maintain high levels of communication with customers and staff
• Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
• Update and create knowledge articles while archiving legacy documents which are no longer needed

What you'll need

• Either currently hold SC clearance or can pass the SC clearance process
• Be able to attend customer site Derby.
• Experience of working in a 1st/2nd line environment is preferred, but not vital. If you have no or little experience,
• Good customer service and people management skills
• Can confidently take ownership of an incident then recommended fixes or areas of investigation to ensure it reaches a satisfactory resolution
• Ability to work well in a team and to support team members
• Good troubleshooting skills

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

We are still looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services.We have about 17,000 employees worldwide who are accompanying our international customers on their path to digital transformation.

Our team of professionals serves corporate and government clients in a variety of industries. We support around 4.2 million users from our Global Service Desk. They are in more than 70 countries and speak 30 languages.

At our service desk locations, you can expect a dynamic, international and informal work environment with flexible work schedules and various offers for professional and personal development. Our informal atmosphere and the strong feeling of belonging makes you feel like being part of a great community.

Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether