First Line Analyst
First Line Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Location: UK - Nottingham Job-ID: 214414 Contract type: Standard Business Unit: Information Technology
Life on the team
Due to a brand-new client win we are seeking a number of qualified and customer-focusedMobile Technology Support Analysts. Ideally you should already hold Security Clearance (SC) or have the willingness and ability to undertake it.
The Support Analysts will form part of theMDM team working within our 2nd line service desk. Youll provide support between7am and 7pm Monday to Friday on a rotating shift basis.
This opportunity will be based from eitherour Milton KeynesorNottingham sites and youll need to be based onsite 5 days per week.
These roles are key in assisting with the transition and onboarding of a new customer account with a view to continuing into BAU once the service goes live. Analysts willmanage and support End User Devices as part of the service desk delivering to the standards and procedures agreed with Computacenters customers including issue investigation support documentation and technical coaching.
What youll do
Incident/Request Management 80%
Manage incidents related to mobile devices and services routed from First Line Analysts and resolve within SLA.
Maintain technical knowledge and expertise associated with mobile platforms (iOS Android Workspace ONE).
Progress and close incidents to a satisfactory conclusion using the incident management system.
Liaise with team members and customers to ensure timely resolution of mobile-related issues.
Escalate potential service issues to the Team Leader as needed.
Support specific mobile technology projects as requested by the Team Leader.
Knowledge Management 20%
Review and update mobile support documentation and procedures based on experience and feedback.
Share knowledge with colleagues and customers through direct communication and knowledge-sharing tools.
Proactively research mobile technology issues and solutions documenting findings for team benefit.
Actively develop personal knowledge of emerging mobile technologies and solutions.
What youll need
Current SC clearance or the eligibility and willingness to undertake.
Experience in aService Desk/Support role ideally with a focus on mobile technology.
Strong understanding of mobile device ecosystems (iOS Android) andMDM platforms ideally Workspace ONE.
Familiarity with corporate IT environments and remote support tools.
Excellent troubleshooting and diagnostic skills for mobile hardware and software issues.
Strong customer service and communication skills with a keen attention to detail.
Experience supporting remote users and managing mobile connectivity issues (e.g. VPN Wi-Fi cellular).
Ability to work collaboratively in a team and support colleagues effectively.
Commitment to customer satisfaction and ownership of issues through to resolution.
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
Full Time
