Job Summary
  • Salary
    £127.50 (per week)
  • Location
    Hatfield, Hertfordshire
  • Sector
    Technology Level 3
  • Duration
    12 Months
  • 3 Positions Available
  • Closing Date
    9th November 2016
  • Employer Name
  • Distance from acadmey
    • 35.8 Miles
    • 46 Minutes
  • Address
    Hatfield AL10 9TW, United Kingdom

Job Description

A new and exciting opportunity has arisen for a Network Maintenance Incident Analyst within the Computacenter Operational Command Centre. You will be responsible for administration of all network requests and incidents that arrive from our customers and making sure the customer and support teams are up to date.

Administration– (90%)


  • Escalating calls to 2nd/3rd and 4th line support teams where necessary
  • Liaising with 3rd party / vendor support teams
  • Dealing with escalations from 1st Line Service Desk support team
    Identifying when to escalate calls to ensure SLA achievement
  • Liaison with Internal ISPs
  • Liaising with 3rd party / vendor support teams
  • Liaison with Clients and support vendors
  • Report verbally and via process documentation progress / issues to line management and customers
  • Undertake knowledge transfer to customer or third party personnel
  • Work as part of a team on larger solutions
  • Pro-actively share knowledge and advice with colleagues
  • Maintain all incidents to an excellent level of quality allowing customers and management to understand the status of the investigations
  • Daily reporting on incidents and activities
  • Communication via telephone and email to stakeholders

Technical – (10%)

–          Understanding of network terminology and products

–          Training on network technologies with a view to progressing into 2nd and 3rd line support roles

–          Microsoft products knowledge

–          Call management toolset understanding

Working Week

Monday – Friday 9:00am – 5:00pm 37.5 hrs pw


Requirements & Prospects


Ideally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

- Understanding of network terminology.
- Experience in a support and service environment.
- Must be extremely organised and well presented with excellent all-round communication skills.
- Excellent IT skills with working knowledge of Microsoft applications (Word, Excel, Visio, Outlook, Internet Explorer).
- Willingness to take on new responsibilities, a can do attitude and attention to detail.
- Ability to work effectively as part of a team and on your own.
- Demonstrable time management and skills.
- Ability to work on occasion in isolation and to tight timescales.
- Ability to manage process and project tasks under high pressure situations.
- Ability to maintain customer excellence and Satisfaction.

Personal Qualities

- Motivated.
- Good knowledge of I.T networking and support.
- Driven.
- Punctual.
- Attention to detail.
- Team player.
- Able to use own initiative.
- Excellent communication skills.
- Passionate.
- Excellent organisation.

Future Prospects

Progression onto level 4.

  • Apprenticeship Length
    12 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


The Apprentice will work towards a Level 3 Advanced Apprenticeship for I.T Professionals. The qualifications consist of:
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)

Qualification Gained

Advanced Apprenticeship (Level 3)