IT First Line Support Analyst

 Location: UK - Nottingham, UK - Milton Keynes | Job-ID: 216767 | Contract type: Fixed Term Contract | Business Unit: Service Desk

Life on the team 

An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues. This role will be covering the hours of 7am till 7pm, Monday to Friday, with varying shift patterns. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there may also be 2nd line aspects too.
 
Based on the customer site in Nottingham or Milton Keynes, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.

This role is a 12 month fixed term contract and will require you to pass SC Clearance.

What you’ll do

• Capture customer details and the issue description into a call management application, then provide additional information about possible next steps to the caller
• Resolve incidents remotely where possible and update colleagues on any un-documented fixes
• Distribute incidents and requests to other support teams
• Provide ticket updates to the customer
• Perform additional troubleshooting if tickets are missing information
• Escalate incidents where customer calls to chase, or where progress is slow.
• Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and are processed appropriately
• Establish and maintain high levels of communication with customers and staff
• Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
• Update and create knowledge articles while archiving legacy documents which are no longer needed

What you will need

• Either currently hold SC clearance or ability to go through this process
• Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes, remote working is not currently available
• Experience of working in a 1st/2nd line environment is preferred, but not vital
• Good customer service skills
• Can confidently take ownership of an incident then recommended fixes or areas of investigation to ensure it reaches a satisfactory resolution
• Ability to work well in a team and to support team members
• Good troubleshooting skills

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!