Join to apply for the First Line IT Support Analyst role at Computacenter
Life on the team
An opportunity has arisen for a First Line analyst to join a Service Desk team for one of our prestigious customers. The role focuses on providing a top-class service as a first point of contact for IT-related issues. The primary duties include receiving and logging incidents, providing resolution where possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required.
Based on the customer site in Stevenage you will be working in a small team on shifts from 7am to 7pm. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience; we welcome applications from people beginning their IT career and also more experienced service desk professionals.
What you’ll do
* Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
* Resolve incidents remotely where possible and update colleagues on any undocumented fixes
* Distribute incidents and requests to other support teams
* Provide ticket updates to the customer
* Perform additional troubleshooting if tickets are missing information
* Escalate incidents where the customer calls to chase, or where progress is slow
* Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and processed appropriately
* Establish and maintain high levels of communication with customers and staff
* Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
* Update and create knowledge articles while archiving legacy documents which are no longer needed
What you’ll need
* Either currently hold SC clearance or can pass the SC clearance process
* Be able to attend customer site in Stevenage. Remote working is not currently available
* Experience of working in a 1st/2nd line environment is preferred, but not vital
* Good customer service and people management skills
* Can confidently take ownership of an incident then recommend fixes or areas of investigation to ensure it reaches a satisfactory resolution
* Ability to work well in a team and to support team members
* Good troubleshooting skills
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
Location: Stevenage, England, United Kingdom
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