Second Line Analyst

Computacenter • nationwide call


Life on the team

Reporting to the 2nd Line Remote Desktop Services Team Leader, the team consists of 10 technical analysts providing IT Support for end-user devices (laptops, desktops, printers, mobile devices). The team is primarily the first technical team to receive escalated IT issues from the 1st Line Service Desk. Tasks involve triage and troubleshooting tickets, taking ownership of incidents and requests seeing them through to resolution or escalating to 3rd line technical teams

What you'll do

A Security Cleared (Minimum SC) Second Line Analyst working in the Remote Desktop Support team on a 7am - 7pm shift pattern. 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.

Incident/Request Management 80%

  • To manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
  • To maintain technical knowledge and expertise associated with applications specific to individual customers.
  • To progress / close incidents to a satisfactory conclusion on the incident management system.
  • To liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA.
  • To escalate potential service issues initially with Team Leader.
  • To liaise with Team Leader / Service Delivery Manager on specific projects where requested.
  • To complete administrative duties including time sheets, holiday, sickness and overtime forms in a timely and accurate manner.

Knowledge Management 20%

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

What you’ll need

  • Experience in a Second Line Support capacity, with proven experience of resolving incidents for a large corporate customer.
  • Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
  • General awareness of developments in the IT industry.
  • Must have excellent troubleshooting skills.
  • Ability to work in a team and to support team members.
  • Committed to customer satisfaction and ownership of issues.
  • Experience of supporting Windows 10 and Microsoft Office 2016 including Outlook.
  • Experience with supporting remote workers across a VPN.
  • Experience of rebuilding workstations.
  • Experience of networks.
  • Must have excellent customer service skills, communication, and strong attention to detail.

About Us

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

Why you should choose us

Open communication

Despite our size, we’re an open organisation that doesn’t hide behind hierarchy. We communicate regularly, openly and directly. For us, it’s about being straightforward, delivering and doing the right thing. Essentially, we’re people dealing with people.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme, Wellbeing Champions, Mental Health First Aiders, Access to Work scheme, and more.

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Pension and financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? We offer auto-enrolment onto our pension scheme, a Sharesave/SAYE scheme and more besides.

Flexible benefits

Do you fancy a new bicycle? Want to work-out at the gym? Or do you prefer to get-away from it all? With our voluntary flexible benefits platform, ‘My Benefits’, you can. Achieve savings with our Cycle2Work, GymFlex, Travel Insurance benefits and loads more.

You belong

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued and a sense of belonging which is what we strive to achieve.​

Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision, our values, and you bring the experience and skills we need.​

We are proud to be a Disability Confident Employer, a government scheme that helps employers attract, recruit and retain disabled staff. We welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.​

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

Winning Together

We are an award-winning employer!

Your working environment
Meet your recruiter
Annette Marshall

Annette Marshall


Michael Richards


Sounds interesting?

Apply now