Second Line Analyst

Computacenter (UK) Ltd • Nottingham

Nottingham

210675-en_GB

Life on the team

An opportunity has arisen for a Second Line Analyst to join our thriving business. The successful candidate will be proactively responsible for the governance and delivery of all tasks undertaken within Computacenter’s Global Command Centre.

This will be a busy and exciting time for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers’ expectations.

You will be upholding a high level of customer service, as the successful 2nd Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports.

You will be responsible for the BAU service for multiple technologies within the Unified 2nd Line team, working to manage batch processing, event management, incidents, problems, requests and changes.

We are looking for someone who can communicate with colleagues and stakeholders at all levels as the account this role is aligned to is a high flying and a flagship one for us.

You will work effectively with the Command Centre team and all dependant service lines. Ensure control of the service delivery and its projected timeline, maintaining communications and updates with all internal and external stakeholders.

The position supports the business and our customers on a 24 x7 rotated basis.

What you’ll do

  • Batch Monitoring and Management
  • Event/Alert Monitoring and Management
  • Incident Management - respond and resolve incidents to ensure SLA targets are achieved
  • Increase the First Time Fix rate
  • Adhere to escalation procedures
  • Assist with technical escalations for other team members
  • Monitor call queue and follow up with specialist support teams for resolution
  • Adhere to customer and Computacenter Security Policies
  • Assist with Event Reduction/Shift Left activities/Automation Plans
  • Contribute to and use Company and customer procedures
  • Participate in team and function meetings
  • Utilise the Incident Management tool suite to monitor progress of all incidents
  • Ensure accurate completion of all incident records
  • To monitor and update the call management system as
  • Assist with SLA reporting

What you’ll need

  • To either have current SC clearance or meet the qualification criteria
  • High level technical skill in iSeries platform plus a good technical working knowledge of SQL, Wintel, Messaging, Patching and Operations would be highly beneficial.
  • Some Network Infrastructure support experience / exposure at a second line level
  • Working knowledge of application, incident management tool with quality incident management skills.
  • Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers
  • Ability to work on own initiative, address and resolve problems in a pressurised environment.
  • Ability to resolve incidents in the server environment/operating systems used by the customer
  • Excellent organisational skills, able to take a methodical approach to service issues
  • Contributes to, supports and works within the team
  • Excellent communication and interpersonal skills
  • Able to work under pressure
  • Good customer skills

We would also welcome knowledge and experience in the use of MS Word and Excel, commercial awareness, experience of ITSM applications or understanding of ITIL Framework.

Additional information
Country: UK

Location: Nottingham
Hours: 38
Role Type: Permanent

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

At Computacenter, we celebrate difference and it’s important to us that we have a working culture where you can be free to be yourself; in an environment where you feel valued, respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access to opportunities for everyone. Your application is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and 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 disabled people and accept applications in alternative formats – and guarantee to interview applicants who have a disability.

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!

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Meet your recruiter
Daniel West

Daniel West