First Line Analyst

Job Description:

We are recruiting for a motivated and customer-focused First Line Analyst for a leading IT service provider based in Nottingham.

You’ll be part of a team of six analysts handling around 1000 calls and 700 emails per month, supporting end users and ensuring incidents are logged, managed, and resolved efficiently.

Training will take place on-site in Nottingham for at least two weeks, with side-by-side shadowing until you’re confident working independently. Once fully trained, you’ll move to a hybrid model — 2 days in the office and 3 days from home.

Day-to-Day Responsibilities

• Handle incoming calls and emails via Genesys, logging incidents into ITSM.
• Aim to resolve issues at the first point of contact wherever possible.
• Perform queue management and take switchboard overflow calls when needed.
• Collaborate closely with your teammates to ensure a consistent, high-quality service.

Skills & Experience

• Excellent customer service and communication skills (verbal and written).
• Strong call control and professionalism under pressure.
• Ability to handle conflict and adapt to change.
• A team player who contributes to team progress as well as personal success.
• Reliable, punctual, and open to feedback.
• Able to learn new software and recognise patterns or trends in incidents.
• Previous experience in a contact centre or IT support environment is desirable but not essential.

This is an umbrella contract, the role is Inside IR35