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Location: UK - Nottingham, UK - Milton Keynes | Job-ID: 212563 | Contract type: Standard | Business Unit: Information Technology

Life on the team

Due to a new client win, we are seeking qualified and customer-focused Support Analysts. Candidates should already hold Security (SC Clearance) or be willing and able to undertake it.

The First Line Analysts will support the contract on a 24x7 shift schedule (Monday to Sunday).

This opportunity is based in either Milton Keynes or Nottingham.

These roles are crucial in assisting with the transition and onboarding of a new customer account, with the potential to continue into BAU once the service goes live. The analyst will manage technical aspects of service delivery according to standards and procedures, including problem investigation, support documentation, and technical coaching.

Incident/Request Management 80%

• Manage incidents routed from First Level analysts and resolve within knowledge and contract limits.
• Maintain technical knowledge related to customer-specific applications.
• Progress and close incidents satisfactorily in the incident management system.
• Coordinate with team and other Service Analysts/customers on open incidents to ensure SLAs are met.
• Escalate potential service issues to the Team Leader.
• Collaborate with the Team Leader on specific projects as needed.

Knowledge Management 20%

• Review and update technical support documents and procedures based on experience and received information.
• Share knowledge with colleagues and customers via communication and knowledge sharing tools.
• Research problems and solutions proactively, documenting findings for the benefit of customers and colleagues.
• Continuously develop personal knowledge of new products and solutions.

• Experience in Second Line Support, resolving incidents for large corporate customers.
• Understanding of Corporate IT Environments and their user interactions.
• Awareness of developments in the IT industry.
• Excellent troubleshooting skills.
• Ability to work collaboratively and support team members.
• Commitment to customer satisfaction and ownership of issues.
• Experience supporting Windows 11 and M365.
• Experience supporting remote workers via VPN.
• Experience rebuilding workstations.
• Knowledge of networks.
• Strong customer service, communication skills, and attention to detail.

With over 20,000 employees worldwide, we specialize in digitization, advising on IT strategy, implementing technology, and managing infrastructure across more than 70 countries. We deliver digital solutions to some of the world’s leading organizations, driving transformation and enabling business growth.