IT First Line Support Analyst

Computacenter; Nottingham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Computacenter in Nottingham seeks a First Line Analyst with Security Cleared (SC) to join a brand-new team. You will handle incident investigation, request fulfilment, and provide technical coaching while maintaining service standards.

You will manage incidents and knowledge management, work with colleagues and customers, support Windows 11 and M365, and assist remote workers via VPN. This role requires strong customer service and collaborative skills in a dynamic support environment.

Qualifications

• Experience in a Service Desk Support capacity for a large corporate customer.
• Proficient troubleshooting and problem-solving across IT environments.
• Strong customer service focus with clear communication and ownership of issues.
• Experience supporting remote workers via VPN and rebuilding workstations.

Responsibilities

• Resolve incidents and service requests within SLA, escalating as needed.
• Maintain and update knowledge base with procedures and resolutions.

Skills

Teamwork

Customer service

Troubleshooting

Communication

Ownership

Tools

VPN

Windows 11

Microsoft 365

Incident management system

Job description

Life on the team

• 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

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 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.