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First Level Analyst

Position Overview

 

The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands on working within proactive maintenance activities including, daily checks across all systems. The team is responsible for maintaining and developing the contact center systems that underpin the Computacenter Global Service Desks. 

 

Duties/Responsibilities

 

  • Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
  • Engage with both technical and non-technical customers through multiple communication channels including but not limited to phone, email, chat, and ServiceNow.
  • Perform remote installations, upgrades, and repairs using phone, chat, and remote access methods.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators
  • Implement and make recommendations to improve methodologies, core competencies and processes for the NOC to ensure stable and quality product & service delivery consistent with company objectives and client expectations
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience
  • Triage and manage customer incidents, requests and problems, vendor engagement, preventative maintenance, etc.; making decisions and escalating when required.
  • Author, maintain and adhere to process and procedures, documentation/specifications, including technical guides and troubleshooting information.
  • Proactively monitor and take action on major and minor alarms from various monitoring and event management systems.
  • Log and document all work in ServiceNow maintaining detailed records regarding incident, request and problem management.
  • Prioritize and perform "White Glove" resolutions with escalated and/or high visibility incidents.
  • Participate in the escalation and on-call rotation.
  • Perform other duties as assigned by management.
  • Embrace and support Computacenter’s mission and core values.

 

 

Education & Experience Required

 

  • Legally eligible to work in the United States.
  • Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.

 

Skills & Competencies

 

  • Technical aptitude and desire
  • Intrinsically motivated to learn and succeed
  • Customer centric mindset
  • Communication skills (written and verbal)
  • Detailed analytical thinker
  • Values and adopts process, but is not paralyzed by it
  • Possess a strong sense of urgency
  • Values team success over individual success
  • Familiarity with modern operating systems, applications, datacenter and cloud technologies. (Windows, Linux, VMWare, AWS, etc. Datacenter Storage and Server experience a plus)
  • (Growth potential) Ability and desire to write code (PowerShell, Python, JavaScript, etc…) and solve problems programmatically a major plus.
  • Patient, persistent and favors elegant and reusable codified execution over fast outcomes.

 

WHY COMPUTACENTER?
 
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 15,000 people worldwide. In US we support some of the country’s best-known businesses with regional headquarters in both San Francisco & New York City and an Integration Center in Silicon Valley. www.computacenter.com/us
 

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind. 

 

You must be authorized to work in the United States.

 

Computacenter United States Inc. is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

 

No AGENCIES, please. We are not obligated to pay any fees for any individuals we decide to hire.


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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