Temporary First Level Analyst

About the role 

The First Level Analyst 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. The team is responsible for maintaining and developing the contact center systems that underpin the Computacenter Global Service Desks.   

What you’ll be doing 

• Engage with both technical and non-technical customers through multiple communication channels including but not limited to phone, email, chat, and ServiceNow. 
• Perform remote installations, upgrades, and repairs using phone, chat, and remote access methods. 
• Implement and make recommendations to improve methodologies, core competencies and processes for the NOC to ensure stable and quality product & service delivery consistent with company objectives and client expectations. 
• Triage and manage customer incidents, requests and problems, vendor engagement, preventative maintenance, etc.; making decisions and escalating when required. 
• Author, maintain and adhere to process and procedures, documentation/specifications, including technical guides and troubleshooting information. 
• Proactively monitor and take action on major and minor alarms from various monitoring and event management systems. 
• Log and document all work in ServiceNow maintaining detailed records regarding incident, request and problem management. 
• Prioritize and perform "White Glove" resolutions with escalated and/or high visibility incidents. 
• Participate in the escalation and on-call rotation. 

What you have  

• Experience with Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces Experience with ticketing systems such as ServiceNow.  
• You must be authorized to work in the United States. 

Bonus points 

• Familiarity with modern operating systems, applications, datacenter, and cloud technologies. (Windows, Linux, VMWare, AWS, etc. Datacenter Storage and Server experience a plus) 
• (Growth potential) Ability and desire to write code (PowerShell, Python, JavaScript, etc.) and solve problems programmatically a major plus. 

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