First Line Analyst 1

First Line Analyst - Service Desk (Pipeline)

UK Citizens/Dual Citizenship

Pipeline Recruitment Disclaimer: This role is being published as part of our pipeline recruitment process for potential future projects. At this stage, we are unable to confirm project start dates or placement timelines. Candidates who apply will be considered for future opportunities and will only be contacted should we be ready to proceed with the next stage of the recruitment process. 

Description: 

The Service Desk serves as the single point of contact for all Application, Infrastructure, and select 3rd Party support issues. Analysts manage tickets end-to-end—regardless of location or support group—ensuring timely updates, prioritization based on business impact, and proactive escalation. They are also responsible for delivering first-line fixes wherever possible to resolve issues quickly and efficiently, enhancing the end-user experience. 

Key Responsibilities: 

• Provide first-line response and resolution for technical issues across multiple channels (phone, chat, self-service). 

• Engage with customers to triage, gather information, and resolve incidents using advanced analytics and AI-powered diagnostic tools. 

• Maintain a positive and professional attitude focused on customer satisfaction and service excellence. 

• Utilise active listening and clear communication to resolve issues promptly and effectively. 

• Follow ITIL-aligned processes and best practices to ensure consistent service delivery. 

• Collaborate with team members to identify opportunities for automation and process improvement. 

• Document solutions and contribute to the knowledge base to support continuous learning and efficiency. 

Essential Requirements/Skills: 

• UK Citizenship and/or Dual Citizenship (Non-Negotiable) 

• Grade 12 or equivalent NQF level 4 IT diploma. 

• Proficiency in Microsoft 365 applications and cloud-based collaboration tools. 

• Strong customer service orientation with a proactive, can-do attitude. 

• Availability to work in a 24x7 shift environment, including weekends and holidays. 

• Excellent verbal and written communication skills in English. 

• Team-oriented with strong interpersonal awareness and empathy. 

• Adaptability to fast-paced, dynamic environments with a focus on results. 

• Analytical and logical problem-solving skills with attention to detail. 

• Ability to follow structured processes and contribute to service improvement initiatives. 

• Self-motivated and capable of working independently with minimal supervision. 

• Reliable internet connectivity with stable Fibre (video support required). 

Desirable Knowledge/ Skills:

• Grade 12 with Mathematics and Computer Science. 

• Experience with Microsoft 365 administration and support. 

• 1+ year experience in customer service or technical support roles. 

• Basic troubleshooting skills in networking and endpoint devices. 

• ITIL Foundation v4 certification or equivalent understanding. 

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate. 

• Diploma or degree in Computer Science, Information Technology, or related field.