Support Analyst

Location: GBR - CC Nottingham | Job-ID: 220018 | Contract type: Standard | Business Unit: Information Technology

Life on the team 

3rd Line Support Analyst – Wintel/Active Directory 

Competitive Salary + on-call, + overtime + comprehensive and flexible benefits 

Nottingham based – hybrid work pattern available 

Must be SC Cleared, or willingness to undertake 

Multiple Opportunities 

A number of fantastic opportunities have arisen for 3rd Line Infrastructure Support Analyst to join our 3rd line support team based at one of our Secure delivery locations in Nottingham.

The successful candidate will join our shared delivery team supporting multiple customers, providing proactive and reactive support of the estate management, including resolution of incidents, root cause analysis and completion of change requests. 

The roles will focus on incidents, increasing the first time fix rates, ensuring SLA’s are met, and wider call management. 

What you’ll do 

Technical 80% 

• Call and incident Management 

• Respond to service calls and resolve incidents to ensure SLA targets are achieved 

• 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’s and Computacenter’s Security Policies 

Administration 20% 

• Participate in team and sector meetings 

• Utilise the relevant ITSM tool suite to monitor progress of all incidents 

• Ensure accurate completion of all incident records and associated paperwork 

• Monitor and update the call management system as required 

• Assist with SLA reporting 

 
What you’ll need  

• 5+ years' experience managing, maintaining, configuring and troubleshooting large scale hybrid environments