First Line Analyst N/MK

Job Title: First Line Analyst - Second Line Service Desk (24/7 Support)
Location: Milton Keynes or Nottingham
Working Hours: Rotating Early, Mid, Late Shifts (7 AM - 7 PM, 24/7 x 365 coverage)
Pay: 17.87 per hour - Umbrella
Contract: 3 Months, possibility to extend
Start: ASAP

Overview:
We are looking for a Security Cleared (Minimum SC) First Line Analyst to join our Second Line Service Desk team, providing technical support and service delivery to the company's customers. This role involves incident resolution, request fulfilment, problem investigation, documentation, and coaching, with a focus on adhering to service standards.
Key Responsibilities:

• Incident Resolution & Request Fulfilment: Resolve customer incidents, manage requests, and ensure SLAs are met.
• Problem Investigation: Assist with root cause analysis and collaborate on solutions to prevent future issues.
• Documentation: Create and maintain clear technical documentation for common issues and procedures.
• Technical Coaching: Provide guidance to junior team members and share knowledge.
• Service Standards: Ensure adherence to service standards, security protocols, and procedures.

Skills & Experience:

• Security Clearance: Must hold SC Clearance.
• Experience: Previous first or second line support experience is a plus.
• Technical Skills: Strong IT troubleshooting knowledge and experience with service management tools (e.g., ServiceNow).
• Communication: Excellent verbal and written skills, with the ability to explain technical issues clearly.

Qualifications:

• Security Clearance (SC) required.
• ITIL Foundation certification is a plus.

If you are in Milton Keynes or Nottingham and want to help deliver top-notch IT support in a dynamic, 24/7 environment, apply now or send your CV to .