IT First Line Support Analyst

In this role you will provide frontline technical support and service delivery to Computacenter's customers. You’ll handle incidents and requests, support knowledge sharing, and contribute to problem investigations within agreed standards. You will work as part of a Nottingham-based team on a brand new setup, covering rotating shifts to support 7am–7pm operations. You’ll build strong customer relationships, escalate where needed, and help maintain quality of service. This is an opportunity to shape support for large corporate clients in a collaborative environment.

• Manage incidents and requests routed from First Level Analysts and resolve within knowledge and contract limits
• Maintain and apply technical knowledge for customer-specific applications
• Progress and close incidents in the incident management system
• Coordinate with the team and other Service Analysts/customers to ensure no incident misses SLA
• Escalate potential service issues to Line Manager and participate in project-related activities
• Review and update technical support documents and procedures
• Share knowledge with colleagues and customers and document findings via knowledge sharing tools
• Proactively research problems and solutions to benefit customers and the team

• Experience in a Service Desk support role with track record of resolving incidents for a large corporate customer
• Understanding of corporate IT environments and their relation to IT infrastructure users
• Awareness of IT industry developments
• Excellent troubleshooting skills
• Ability to work in a team and support colleagues
• Strong customer satisfaction focus and ownership of issues
• Experience of supporting Windows 11 and M365
• Experience supporting remote workers across a VPN
• Experience rebuilding workstations and working with networks
• Excellent customer service, communication, and attention to detail

• Teamwork
• Customer-focused mindset
• Effective communication
• Windows 11
• M365
• VPN for remote workers