Second Line Analyst - 24/7 shift pattern

 Location: UK - Nottingham, UK - Hatfield | Job-ID: 212216 | Contract type: Standard | Business Unit: Service Desk

Life on the team

Due to a new contract win, we are looking to build a team of a 24/7 2nd Line Support Analysts from our Technical Operations Command Centres in either Nottingham or Hatfield. 

The role requires an initiative-driven, proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. 

The roles will focus on resolving incidents, increasing the first-time fix rates in addition to Batch Management and Event Monitoring. 

You’ll be encouraged to use your skill and knowledge to proactively improve the services we offer to add quality and value to our customers. 

You’ll need to either hold current Government SC clearance or be eligible to achieve it. 

The role also requires working 5 days per week at our offices, so please bear this in mind when applying.

What you’ll do

Upholding a high level of customer service will be key. As a Second Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports. 

You will be responsible for the BAU service for multiple technologies within the Command Second Line team, working to manage batch processing, event management, incidents, problems, requests, and changes. 

We value strong communication skills and the ability to engage with colleagues and stakeholders at all levels, as the account this role is aligned to is a high-flying and flagship one for us. 

On a day-to-day basis this looks like:

Technical 80%

• Batch Monitoring and Management.
• Event/Alert Monitoring and Management.
• Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved.
• Patch Management.
• Increase the First Time Fix rate.
• Adhere to escalation procedures.
• Assist with technical escalations for other team members.
• Monitor call queue and follow up with specialist support teams for resolution.
• Adhere to customer and Computacenter Security Policies.

Administration 20%

• Contribute to and use Company and customer procedures.
• Participate in team and function meetings.
• Utilise the Incident Management tool suite to monitor progress of all incidents.
• Ensure accurate completion of all incident records.
• To monitor and update the call management system as required (including problems, requests, changes).
• Assist with SLA reporting.

What you'll need

Required:

• Security (SC Clerance) or able to achieve.
• A good technical working knowledge of SQL, Wintel, Messaging, Patching and iSeries Operations would be highly beneficial.
• Some Infrastructure support experience / exposure at a second line level.
• Able to work rotating 24/7 shift patterns.
• Excellent organisational skills, able to take a methodical approach to service issues.
• Contributes to, supports and works within the team.
• Excellent communication and interpersonal skills.
• Able to work under pressure.
• Good customer skills.
• Good working knowledge of Operating systems.
• Ability to work on own initiative, address and resolve problems in a pressurised environment.

Desirable:

• Working knowledge of application, incident management tool with quality incident management skills.
• Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers.
• Good understanding of IT infrastructure.
• Ability to resolve incidents in the server environment/operating systems used by the customer.
• We would also welcome knowledge and experience in the use of MS Word and Excel, commercial awareness, experience of ITSM applications or understanding of ITIL Framework.

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.