Second Line Analyst 212210
Second Line Analyst 212210
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Job Description
Location: UK Hatfield UK Hatfield JobID: 212210 Contract type: Standard Business Unit: Others
Life on the team
An opportunity has arisen for a 2nd Line Support Analyst to join our dedicated customer Technical Operations Command Centre Team in Nottingham Hatfield or Milton Keynes. The role requires an initiative driven proactive individual with an understanding of IT infrastructure to work in triage support across multiple customers within multiple technologies. The roles will focus on remotely resolving incidents increasing the firsttime fix rates in addition to Batch Management and Event Monitoring. You are encouraged to use your skill and knowledge to proactively improve the services we offer to add quality and value to our customers.
What youll do
Upholding a high level of customer service will be key as the successful 2nd Line Analyst will be supporting colleagues at various levels within the variety of technologies the Team supports.
You will be responsible for the BAU service for multiple technologies within the Command 2nd Line team working to manage batch processing event management incidents problems requests and changes.
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.
Support the business and our customers on a 24 x7 rotated basis.
ROLES & RESPONSIBILITIES:
Technical 80
Batch Monitoring and Management
Event/Alert Monitoring and Management
Incident Management respond to service calls and resolve incidents to ensure SLA targets are achieved
Patch Management
Increase the First Time Fix rate
Adhere to escalation procedures
Assist with technical escalations for other team members
Monitor call queue and follow up with specialist support teams for resolution
Adhere to customer and Computacenter Security Policies
Administration 20
Contribute to and use Company and customer procedures
Participate in team and function meetings
Utilise the Incident Management tool suite to monitor progress of all incidents
Ensure accurate completion of all incident records
To monitor and update the call management system as required (including problems requests changes)
Assist with SLA reporting
What youll need
A good technical working knowledge of SQL Wintel Messaging Patching and iSeries Operations would be highly beneficial.
Some Infrastructure support experience / exposure at a second line level
Working 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 customers
Good understanding of IT infrastructure
Good working knowledge of Operating systems
Ability 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 customer
Excellent organisational skills able to take a methodical approach to service issues
Contributes to supports and works within the team
Excellent communication and interpersonal skills
Able to work under pressure
Good customer skills
We would also welcome knowledge and experience in the use of MS Word and Excel commercial awareness experience of ITSM applications or understanding of ITIL Framework.
About us
With over 20000 employees across the globe we work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and helping our customers to source transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the worlds greatest organisations driving digital transformation enabling people and their business.
Required Experience:
IC
Employment Type
Unclear
