Second Line Analyst

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

Job summary

This innovative firm is seeking a proactive 2nd Line Support Analyst to join a dedicated Technical Operations team. The role involves managing incidents and providing exceptional customer service across multiple technologies. You'll be responsible for batch and event monitoring, incident resolution, and ensuring compliance with security policies. The ideal candidate will have a strong understanding of IT infrastructure, excellent communication skills, and the ability to work under pressure. Join a dynamic team that drives digital transformation for leading organizations worldwide and make a significant impact on customer satisfaction and service quality.

Qualifications

• Experience in 2nd Line Support with a focus on incident resolution.
• Strong understanding of IT infrastructure and relevant technologies.

Responsibilities

• Provide 2nd Line support across various technologies and manage incidents.
• Ensure high levels of customer service and adherence to SLA targets.

Skills

Incident Management

Customer Service

Problem Solving

Communication Skills

Organizational Skills

Technical Support

IT Infrastructure Knowledge

Education

Security Clearance (SC)

Experience in IT Support

Tools

Incident Management Tool

MS Word

MS Excel

Job description

Location: UK - Hatfield, UK - Hatfield | Job-ID: 212210 | Contract type: Standard | Business Unit: Others

Life on the team
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. Patch Management
5. Increase the First Time Fix rate
6. Adhere to escalation procedures
7. Assist with technical escalations for other team members
8. Monitor call queue and follow up with specialist support teams for resolution
9. 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. Ideally you should already hold Security (SC Clearance) or the willingness and ability to undertake.
2. A good technical working knowledge of SQL, Wintel, Messaging, Patching and iSeries Operations would be highly beneficial.
3. Some Infrastructure support experience / exposure at a second line level
4. Working knowledge of application, incident management tool with quality incident management skills.
5. Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers
6. Good understanding of IT infrastructure
7. Good working knowledge of Operating systems
8. Ability to work on own initiative, address and resolve problems in a pressurised environment.
9. Ability to resolve incidents in the server environment/operating systems used by the customer
10. Excellent organisational skills, able to take a methodical approach to service issues
11. Contributes to, supports and works within the team
12. Excellent communication and interpersonal skills
13. Able to work under pressure
14. Good customer skills
15. 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.

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.