Location: UK - Hatfield, UK - Hatfield | Job-ID: 212210 | Contract type: Standard | Business Unit: Others

ABOUT US

With over 20,000 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 world’s greatest organisations, driving digital transformation, enabling people and their business

WHAT YOU’LL 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