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First Line Analyst

 Location: UK - Cust. Site ENG | Job-ID: 204907 | Contract type: Standard | Business Unit: IT Service Desk

Life on the team


As a SC cleared First Line Analyst at Computacenter you will work 5 days a week in our Derbyshire office supporting one of our largest customers in the UK. You will work 37.5 hours per week between the hours of 7am – 7pm.



What you’ll do

  • Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels
  • Ticket creation and management to ensure customer compliance 
  • Performing technical activities and resolving issues at first point of contact where applicable
  • Evaluate escalations and action appropriately to ensure customer demands are met
  • Provide customer service to internal and external customers to ensure consistent experience
  • Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
  • Ability to identify improvement ideas with Team Leaders to take further actions 
  • Collaboration and professional communication (client and internal)



What you’ll need

  • Security Cleared – must hold current Security Clearance to be eligible for the role
  • Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role 
  • Good interpersonal skills, basic literacy, and numeracy skills to support in customers language
  • Strong communication skills with a proactive approach to solutions
  • At least 18 months experience of working on a service desk / call centre
  • Customer Service experience is essential at this level
  • Ability to perform ticket analysis and report on trends
  • Ability to handle excel, ppt at a basic level
  • Ability to use, create and review knowledge articles


About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business. 

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