First Line Analyst

Computacenter; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading independent technology provider in the UK is seeking a Security Cleared First Line Analyst for their Remote Service Desk Support team. You will manage incident resolution, maintain technical knowledge, and support corporate customers, demonstrating excellent troubleshooting and customer service skills. This position involves a 24/7 shift pattern and offers opportunities for personal growth and development in a supportive environment.

Qualifications

• Experience in a Second Line Support capacity, resolving incidents for corporate customers.
• Understanding of Corporate IT Environments and user relationships.
• Committed to customer satisfaction and ownership of issues.

Responsibilities

• Manage incidents routed from First Level analysts and resolve them.
• Maintain technical knowledge of specific customer applications.
• Review and update technical support documents.

Skills

Troubleshooting skills

Customer service skills

Teamwork

Attention to detail

Tools

Windows 11

M365

VPN

Job description

Location: UK - Nottingham | Job-ID: 216529 | Contract type: Standard | Business Unit: Information Technology

Life on the team

A Security Cleared (Minimum SC) First Line Analyst working in the Remote Service Desk Support team on a 24/7, 12 hour shift pattern. The analyst will understand and manage the technical aspects of service delivery to the standards and procedures agreed with Computacenter’s customers, including problem investigation, support documentation and technical coaching.

What you’ll do

Incident/Request Management 80%

• 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 Team Leader.
• Liaise with Team Leader 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.
• Actively develop personal knowledge and awareness of new products and solutions.

What you’ll need

• Experience in a Second Line 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.

Desired, but not essential:

• Project management skills.
• Trend analysis and reporting.
• Experience in presenting data to stakeholders.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!