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2nd Line Analyst - 24/7

Location: UK - Nottingham | Job-ID: 42129 | Contract type: Standard | Business Unit: Others


Job Introduction
An opportunity has arisen for a 2nd Line Support Analyst to join our dedicated customer Batch, Scheduled Task and Event team in Nottingham. The role requires an initiative driven and proactive individual, with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. The roles will focus on remotely resolving incidents, increasing the first time fix rates and Batch and Event monitoring.


Main Responsibilities
As a part of your role you will be responsible for.


  • Incident and Request Management
  • Batch Monitoring and Management
  • Event/Alert Monitoring and Management
  • Daily checks – perform, report on and action as appropriate
  • Responding to service calls and resolve incidents to ensure SLA targets are achieved
  • Increasing the First Time Fix rate
  • Adhere to escalation procedures
  • Assisting with technical escalations for other team members
  • Ensuring accurate completion of all incident records and associated paperwork
  • Monitoring call queue and follow up with specialist support teams for resolution
  • Contributing to and use the sites procedure file
  • Utilisation the Remedy tool suite to monitor progress of all incidents
  • Assistance with SLA reporting

The Ideal Candidate
Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers’ infrastructures. In doing this we help CIOs and IT departments in enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users.



Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). 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.

Apply now »