Skills

Communication Go Customer Service Training Active Directory

Job Specifications

Life on the team

An opportunity has arisen for First Line Analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. This role will be covering the hours of 8am till 6pm, Monday to Friday, with varying shift patterns. The primary duties will include receiving and accurately logging incidents, managing Active Directory Groups, mailboxes and permission management.

Based on the customer site 5 days per week in Nottingham or Milton Keynes, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.

This role is a 12 month fixed term contract and will require you to pass SC Clearance.

What you’ll do

Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
Resolve incidents remotely where possible and update colleagues on any un-documented fixes
Distribute incidents and requests to other support teams
Provide ticket updates to the customer
Perform additional troubleshooting if tickets are missing information
Escalate incidents where customer calls to chase, or where progress is slow.
Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
Establish and maintain high levels of communication with customers and staff
Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
Update and create knowledge articles while archiving legacy documents which are no longer needed

What you'll need

Must be able to either currently hold SC clearance or ability to go through this process
Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes, remote working is not currently available
Experience of working in a 1st/2nd line environment is preferred, but not vital
Good customer service skills
Can confidently take ownership of an incident then recommended fixes or areas of investigation to ensure it reaches a satisfactory resolution
Ability to work well in a team and to support team members
Good troubleshooting skills

About the Company

Computacenter is 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. Computacenter plc is a public company quoted on the London Stock Exchange (CCC.L) and a member of the FTSE 250. Computacenter employs ove... Know more