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First Line Analyst

Location: Derby | Job-ID: 186741 | Contract type: Standard | Business Unit: IT Service Desk


An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever 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 Derby, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.
What you’ll be doing

  • 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 un-documented 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 customer calls to chase, or where progress is slow.
  • Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are 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 will bring

  • Either currently hold SC clearance or can pass the SC clearance process 
  • Be able to attend customer site in Derby. Remote working is not currently available
  • Experience of working in a 1st/2nd line environment is preferred, but not vital. If you have no or little experience, 
  • Good customer service and people management skills
  • Can confidently take ownership of an incident then recommended 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

Why should you join the Service Desk Team at Computacenter 
As part of Computacenter, you will be able to take full advantage of being part of a multi-national organisation. Once you have proven your ability, you can progress your career at other sites, in other nations or a different line of work. You can move into management, network support, software development and others, or transfer abroad.
Previous staff on the team have gone into project management, others into network support, while some have moved into team management and software engineering.
If you put in the effort, you will get the rewards.


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!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter

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