Second Line Analyst

Salary: £51,000 - 91,000 per year

Requirements:

• We require current SC clearance or meeting the qualification criteria.
• We are looking for strong technical skills on the iSeries platform.
• Good technical working knowledge of SQL, Wintel, Messaging, Patching, and Operations would be highly beneficial.
• Some Network Infrastructure support experience or exposure at a second line level is needed.
• Working knowledge of application and incident management tools, with quality incident management skills, is required.
• Experience in 2nd Line Support, with demonstrable experience resolving incidents for multiple customers, is required.
• Ability to work on your own initiative and address and resolve problems in a pressurised environment is essential.
• Ability to resolve incidents in the server environment and operating systems used by the customer is required.
• Excellent organisational skills and a methodical approach to service issues are needed.
• You must be able to contribute to, support, and work within the team.
• Excellent communication and interpersonal skills are required.
• Ability to work under pressure and strong customer skills are needed.
• Knowledge and experience in MS Word and Excel, commercial awareness, experience of ITSM applications, or understanding of ITIL Framework would be welcomed.

Responsibilities:

• We are responsible for governance and delivery of all tasks within our Global Command Centre.
• We support the BAU service for multiple technologies within our Unified 2nd Line team.
• We manage batch processing, event management, incidents, problems, requests, and changes.
• We work effectively with the Command Centre team and all dependent service lines.
• We ensure control of service delivery and projected timelines, while maintaining communications and updates with internal and external stakeholders.
• We provide high levels of customer service and support colleagues at various levels across the technologies we support.
• We handle batch monitoring and management.
• We handle event and alert monitoring and management.
• We respond to and resolve incidents to achieve SLA targets.
• We work to increase the First Time Fix rate.
• We adhere to escalation procedures and assist with technical escalations for other team members.
• We monitor the call queue and follow up with specialist support teams for resolution.
• We adhere to customer and our security policies.
• We assist with Event Reduction, Shift Left activities, and Automation Plans.
• We contribute to and use company and customer procedures.
• We participate in team and function meetings.
• We use the incident management tool suite to monitor progress of incidents.
• We ensure accurate completion of incident records.
• We monitor and update the call management system.
• We assist with SLA reporting.

Technologies:

• Excel
• Incident Management
• Support
• ITIL
• ITSM
• Network
• SQL
• Security

More:

We are Computacenter, a leading independent provider of IT infrastructure services with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and managing our customers infrastructures. This is a permanent Second Line Analyst role based in Nottingham, UK, supporting our business and customers on a 24x7 rotated basis, with shift-based working between 7am to 7pm and 7pm to 7am for 38 hours per week. We offer a friendly, open working environment without too much fuss about hierarchy, and we are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared value of teamwork and performance. We are growing, hiring, encouraging, empowering, and supporting.

last updated 35 week of 2026