We are actively building diverse teams and welcome applications from everyone. Role: 1st line Analyst Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working) Contract Type: Permanent Salary Package: Competitive salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year Hours: 8 .00 am – 6.00 pm, Monday – Friday Interview Process: 2-stage process Why SCC? An inclusive workplace Excellent package: solid basic and company benefits Hybrid working & core hours in line with role requirements Career development and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose: To effectively diagnose and vet calls that are received into the in-house system, make sure parts are sent in SLA plan any engineer visits to ensure that the SLA’s is met, and escalate where needed. Provide excellent telephone support where needed to engineers and to customers. Make sure all emails are responded to in a timely manner and queues are cleared down in good time. Security clearance or the willingness to apply will be required for this role. Key responsibilities: Accurately diagnoses inbound faults on the in-house CE system. Log any calls that are passed on the overflow from Ops support. Engage 3rd parties where any supported inventory is found to be supported by them. Liaise with customers to ensure any data/ appointments are met. Provide accurate part diagnosis and ensure parts are sent to meet the current calls SLA. Schedule SCC engineers to meet the requested appointments or SLA’s of the call. Make sure Queues and mailboxes are worked in a timely manner. Ensure telephone support fix KPI’s are met. Make sure incident are fixed in SLA. Help with overflow from the operations team. Log incidents into CE. Skills and experience: Good under standing of SLAs. Proven experience in customer service. Knowledge of computer hardware. General Microsoft Office exposure in Excel/Email/Word. ITIL awareness. A/ Server. About You About Us SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex. We are an equal opportunities employer SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling. Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/ Sustainability at SCC - https://www.scc.com/sustainability-at-scc/ Life at SCC - https://www.linkedin.com/company/scc/life