First Line Support
3 days ago
Life on the team
As a SC Cleared First Line Analyst at Computacenter you will work 5 days a week in our Derby office supporting one of our largest customers in the UK. You will work 37.5 hours per week between the hours of 7am – 7pm.
What you’ll do
- Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels
- Ticket creation and management to ensure customer compliance
- Performing technical activities and resolving issues at first point of contact where applicable
- Evaluate escalations and action appropriately to ensure customer demands are met
- Provide customer service to internal and external customers to ensure consistent experience
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
- Ability to identify improvement ideas with Team Leaders to take further actions
- Collaboration and professional communication (client and internal)
What you’ll need
- Security Cleared – must hold current Security Clearance to be eligible for the role
- Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role
- Good interpersonal skills, basic literacy, and numeracy skills to support in customers language
- Strong communication skills with a proactive approach to solutions
- At least 18 months experience of working on a service desk / call centre
- Customer Service experience is essential at this level
- Ability to perform ticket analysis and report on trends
- Ability to handle excel, ppt at a basic level
- Ability to use, create and review knowledge articles
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