1st Line Support

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1st Line Support Analyst -£100 - £130pd - 3-months - Nottingham (on-site) - Consultancy
 
Overview:
A leading consultancy, is looking for an experienced 1st Line Support Analyst to join one of their growing teams In Nottingham, working with several of their key clients.
 
Role & Responsibilities:

• Perform a complex range of technical work activities either remotely or at customer sites to meet business and customer requirements.
• To manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Provide Technical Leadership in own specific area of expertise.
• Document and reports on work completed to ensure compliance with Company and Customer Procedures.
• Contribute to the development of technical procedures and standards to meet business and customer requirements.
• Escalate issues in line with company processes to ensure customer demands are met.
• Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
• Evaluate escalations and resolve appropriately to ensure customer demands are met.
• Provide customer service to internal and external customers to ensure consistent experience.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• Identify own development needs in line with business objectives.
• Acts as a role model for colleagues providing guidance around technical and behavioral competencies to ensure sharing of internal best practice.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the Organisation.
• Ensure Department/Contract meets SLA performance targets.
• Maintain and improve customer satisfaction levels.
• Understand and adhere to policies and procedures.

• Experience in a Second Line Support capacity, with demonstrable experience of resolving incidents for a large corporate customer.
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure
• Committed to customer satisfaction and ownership of issues.
• Experience of supporting Windows 7 and Microsoft Office 2010 including Outlook
• Experience with supporting remote workers across a VPN.
• Demonstrates analytical and systematic approach to resolving complex problems and assignments.
• Uses a broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role.

• £100 - £130 pd
• 3 months (likely to extend)