First Line IT Support

An opportunity has arisen for a 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 7am till 7pm, Monday to Friday, with varying shift patterns. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there may also be 2nd line aspects too. Based on the customer site 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

• 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

Computacenter is Europe's leading independent provider of IT infrastructure services, enabling users and their business. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers' infrastructures. In doing this we help enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users. Computacenter provides user support, the best devices, and secure provision of applications and data to support individual working styles and improve collaboration. To achieve this, we assist with consulting as well as the implementation and operation of networks and datacenter infrastructures on or off customers' premises and in the cloud. Rooted in core European countries Computacenter combines global reach with local expertise. We operate Infrastructure Operations Centers and Group Service Desks across Europe, South Africa and Asia from which our employees provide user support in 18 languages. Customers with global requirements are served through an extensive international partner network, which mirrors the requirements of our European-headquartered client base. "Achieve great things for yourself, our customers and our business. At Computacenter we win together by making sure all our people have the autonomy to get things done and to find excellent solutions for our customers. Investing in our people "Our future depends in no small part on recruiting and developing talent. We believe talent recruitment to be a very important activity and will continue to focus and improve on it." Greg Lock - Chairman Our continuing success is based on hiring, developing and retaining high quality people with the right values and attitude. We strive to make Computacenter an exciting place to work that allows employees to grow and reach their full potential. Why Computacenter You'll be given the autonomy and support to get things done and deliver for our customers. You and your personal ambitions will matter. You'll be inspired by innovation, recognised for your contribution and constantly challenged to try something new. From getting to know our customers and understanding their needs, to enabling users and their businesses, people are at the heart of what we do. We're proud of the people that we work with and that means we are committed to helping them reach their full potential. We encourage. We empower. We support!, Computacenter recognises that acting in an ethical and socially responsible way benefits the community, our customers, shareholders and employees alike. The high levels of integrity with which we intend to carry out our business do not vary depending on where we work or who we're dealing with. Computacenter aims to make social responsibility an essential part of its business excellence. As such it is the aim of the Computacenter Charity Committee to maintain our profile as a socially responsible employer by donating and supporting our three charity partners each year