First Level Service Desk Analyst 2

This position is ONLY open to US citizens or permanent residents (i.e green card holder).  

About the role

The First Level Analyst 2 will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. This analyst will also interface as the Subject Matter Expert for projects and/or other team needs. The team is responsible for maintaining and developing the contact center systems that underpin the Computacenter Digital Experience Center.  

What you'll be doing

• Provides technical support for First Level Analysts
• Ticket Management – Manage and work tickets as necessary
• Quality Reviews on tickets and calls
• Providing technical input on Service Introductions
• Knowledge Management
• Project engagement and ownership
• Joining Meetings as required with other teams, suppliers, management, and other delivery areas
• Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
• Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.
• Achieve performance targets established by leadership for applicable Key Performance Indicators
• Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
• Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience
• Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
• Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
• Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
• Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.
• Provide “White Glove” service to our customers.
• Perform other duties as assigned by management.
• Embrace and support Computacenter’s mission and Winning Together Values with any partner or leader.
• The primary function is to resolve or escalate calls that have been entered into the support system by the Level 1 Analyst. Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested.
• To Perform Remote Desktop Support across multiple customers and technologies.
• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Microsoft certified with future accreditations being planned for and must be committed to writing exams for any course paid for by Computacenter SA.
• Willingness to cover shifts to accommodate team needs

What you have

• Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential
• Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications. 
• Legally eligible to work in the United States. If required, US citizenship or lawful permanent residency.
• Acquire or hold relevant certifications required by company and/or customer.
• Technical aptitude and desire
• Intrinsically motivated to learn and succeed
• Customer centric mindset
• Communication skills (written, typed, and verbal)
• Detailed analytical thinker
• Adheres to processes but remains adaptable
• Possesses a strong sense of urgency
• Prioritizes team success over personal achievements
• Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.
• Google Suite preferred 
• BMC Helix ITSM tool

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us