Second Line Analyst

 Location: UK - Nottingham | Job-ID: 216494 | Contract type: Standard | Business Unit: Information Technology

Life on the team

An opportunity has arisen for a Second Line Analyst to join our thriving business. The successful candidate will be proactively responsible for the governance and delivery of all tasks undertaken within Computacenter’s Global Command Centre.

This will be a busy and exciting time for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers’ expectations. 

You'll be upholding a high level of customer service, as the successful 2nd Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports.

You'll be responsible for the BAU service for multiple technologies within the Unified 2nd Line team, working to manage batch processing, event management, incidents, problems, requests and changes.

You'll work effectively with the Command Centre team and all dependant service lines.  Ensure control of the service delivery and its projected timeline, maintaining communications and updates with all internal and external stakeholders.

We are looking for someone who can communicate with colleagues and stakeholders at all levels as the account this role is aligned to is a high flying and a flagship one for us.

The position supports the business and our customers on a 24 x7 rotated basis.

What you’ll do

• Batch Monitoring and Management
• Event/Alert Monitoring and Management
• Incident Management - respond and resolve incidents to ensure SLA targets are achieved
• 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
• Assist with Event Reduction/Shift Left activities/Automation Plans
• 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 
• Assist with SLA reporting

What you’ll need

• To either have current SC clearance or meet the qualification criteria
• High level technical skill in iSeries platform plus a good technical working knowledge of SQL, Wintel, Messaging, Patching and Operations would be highly beneficial.
• Some Network Infrastructure support experience / exposure at a second line level 
• 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
• Ability to work on own initiative, address and resolve problems in a pressurised environment.
• Ability to resolve incidents in the server environment/operating systems used by the customer
• 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

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

Additional information

Country: UK
Location:  Nottingham
Hours: 38
Role Type: Permanent  

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!