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IT First Line Support Analyst
Computacenter. Provide technical support and service delivery to Computacenter’s customers .
About the role
Key responsibilities & impact- Provide technical support and service delivery to Computacenter’s customers
- Investigate and resolve incidents
- Fulfil service requests
- Assist with problem investigations
- Identify and generate support documentation
- Provide technical coaching
- Ensure adherence to agreed standards and procedures
- Manage incidents routed from First Level analysts and resolve them within knowledge and contract limits
- Maintain technical knowledge of customer-specific applications
- Progress and close incidents on the incident management system
- Liaise with team members, Service Analysts, and customers regarding open incidents
- Ensure incidents are not left unattended beyond SLA
- Escalate potential service issues to the Line Manager
- Liaise with the Line Manager on requested projects
- Review and update technical support documents and procedures
- Share knowledge with colleagues and customers through direct communication and knowledge-sharing tools
- Research problems and solutions and document findings
Requirements
What you’ll need- Security Cleared (Minimum SC)
- Experience in a Service Desk Support capacity
- Proven experience resolving incidents for a large corporate customer
- Understanding of corporate IT environments and their relationship to IT infrastructure users
- General awareness of developments in the IT industry
- Excellent troubleshooting skills
- Ability to work in a team and support team members
- Commitment to customer satisfaction and ownership of issues
- Experience supporting Windows 11 and M365
- Experience supporting remote workers across a VPN
- Experience rebuilding workstations
- Experience with networks
- Excellent customer service and communication skills
- Strong attention to detail
Benefits
Comp & perks- Guaranteed interview scheme for applicants with disabilities who meet the minimum criteria and opt in
- Reasonable adjustments available during the recruitment process
- Inclusive, barrier-free recruitment experience
- Supportive, forward-thinking work environment