Second Line IT Event Analyst SC Cleared

Second Line IT Event Analyst SC Cleared

  • Location

    Milton Keynes, Buckinghamshire

  • Sector:


  • Job type:


  • Salary:

    Up to £240.00 per day

  • Contact:

    Drew Derry

  • Contact email:


  • Job ref:


  • Published:

    4 months ago

  • Duration:

    9 Months + Possible Extension

  • Expiry date:


  • Start date:


  • Consultant:


Second Line IT Event Analyst SC Cleared
Location: Milton Keynes
Rate: £240 per day
Duration: 9 Months + Possible Extension
Start: ASAP

A fantastic opportunity has arisen for a 2nd Line Support Analyst to join our dedicated customer Event and Incident Management Support team in Milton Keynes covering 24/7 shifts. The role requires an initiative driven and proactive individual, The roles will focus on remotely resolving incidents, increasing the first time fix rates and reducing service effecting incidents to the customers end users.

shift role working 12 hour shifts 4 night shifts (7pm-7am) followed by 4 days off > 3day shifts (7am-7pm) followed by 3 night shifts and then 4 days off > 4 day shifts followed by 6days off and the pattern repeats.

Job Description:
Main Responsibilities:
*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 and Computacenter Security Policies Administration 20%
*Contribute to and use the sites procedure file
*Participate in team and sector meetings
*Utilise the tool suite to monitor progress of all incidents
*Ensure accurate completion of all incident records and associated paperwork
*To monitor and update the call management system as required
*Assist with SLA reporting

The Ideal Candidate Skills Required:
*Demonstrable experience of resolving incidents for multiple customers
*Good working knowledge of current software packages
*Good working knowledge of operating systems
*Good understanding of IT infrastructure
*Ability to work on own initiative, address and resolve problems in a pressurised environment.
*Ability to resolve incidents in the server environment/operating systems used by the customer
*Excellent organisational skills, able to take a methodical approach to service issues
*Contributes to, supports and works within the team
*Excellent communication and interpersonal skills
*Able to work under pressure
*Good customer skills

*Some experience in a 2nd Line Support capacity or 2nd Line Wintel Services support roles
*Previous experience in IT event management

If you are interested in this role, can recommend anyone, or require further information please do not hesitate to contact Drew Derry on 01932 83 7792 or via email on