Service Desk Analyst

Life on the team

Due to a brand-new client win, we are seeking a number of qualified and customer focused Support Analysts. Ideally, you should already hold Security (SC Clearance) or the willingness and ability to undertake.

The First Line Analysts will be working in the Service Desk Support team supporting the contract between Mon-Fri covering 7.00am – 7.00pm on a soft shift pattern (37.5 hour working week).

These opportunities are key in assisting with the transition and onboarding of a new customer account with a view to continue into BAU once the service goes live. 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%

1. Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
2. Maintain technical knowledge and expertise associated with applications specific to individual customers.
3. Progress / close incidents to a satisfactory conclusion on the incident management system.
4. Liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents are left unattended beyond SLA.
5. Escalate potential service issues initially with Team Leader.
6. Liaise with Team Leader on specific projects where requested.

Knowledge Management 20%

1. To review and update technical support documents and procedures considering personal experience and information received.
2. Share knowledge with colleagues and customers through direct communication and knowledge sharing tools.
3. Proactively research problems and solutions and document findings for the advantage of customers and colleagues.
4. Actively develop personal knowledge and awareness of new products and solutions.

What you’ll need

1. Experience in a Second Line Support capacity, with proven experience of resolving incidents for a large corporate customer.
2. Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
3. General awareness of developments in the IT industry.
4. Must have excellent troubleshooting skills.
5. Ability to work in a team and to support team members.
6. Committed to customer satisfaction and ownership of issues.
7. Experience of supporting Windows 11 and M365.
8. Experience with supporting remote workers across a VPN.
9. Experience of rebuilding workstations.
10. Experience of networks.
11. Must have excellent customer service skills, communication, and strong attention to detail.