Second Line Analyst

Location: UK - Nottingham | Job-ID: 219599 | Contract type: Standard | Business Unit: Information TechnologyLife on the teamAn 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 doBatch Monitoring and ManagementEvent/Alert Monitoring and ManagementIncident Management - respond and resolve incidents to ensure SLA targets are achievedIncrease the First Time Fix rateAdhere to escalation proceduresAssist with technical escalations for other team membersMonitor call queue and follow up with specialist support teams for resolutionAdhere to customer and Computacenter Security PoliciesAssist with Event Reduction/Shift Left activities/Automation PlansContribute to and use Company and customer proceduresParticipate in team and function meetingsUtilise the Incident Management tool suite to monitor progress of all incidentsEnsure accurate completion of all incident recordsTo monitor and update the call management system asAssist with SLA reportingWhat you’ll needTo either have current SC clearance or meet the qualification criteriaHigh 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 levelWorking 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 customersAbility 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 customerExcellent organisational skills, able to take a methodical approach to service issuesContributes to, supports and works within the teamExcellent communication and interpersonal skillsAble to work under pressureGood customer skillsWe would also welcome knowledge and experience in the use of MS Word and Excel, commercial awareness, experience of ITSM applications or understanding of ITIL FrameworkAdditional informationCountry: UKLocation: NottinghamHours: 38hrs per week. Shift-based working between 7am to 7pm and 7pm to 7amRole Type: PermanentAbout usComputacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. 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.#winningtogether #peoplematter