First Line Analyst (L2)

Join a leading independent technology and services provider as a First Line Analyst.

Job Overview: We are seeking First Line Analysts to join the Service Desk team supporting First Group. This role involves handling incoming calls and emails, logging incidents, and providing first-contact resolution where possible. Analysts will work in a hybrid model after training, with 2 days onsite and 3 days remote.

Location: Nottingham NG8 6AT

Rate: Rate: An hourly rate, in-scope IR35, of £12.60 (PAYE) OR £16.35 per hour (via a Hays Approved Umbrella Company).

Length: up to 15 June 2026

Work Schedule: 7am until 7pm on a 7.5 hour rolling shift basis as outlined below
Monday to Friday:

07:00 - 15:30

08:00 - 16:30

08:30 - 17:00

09:00 - 17:30

10:30 - 19:00

Saturday and Sunday:

07:00 - 15:30

10:30 - 19:00

Note:If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.

Once fully trained and operational you will be working 2 days from the Nottingham office and 3 days at home.

Key Responsibilities:

• Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
  We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
• Following knowledge processes for onwards assignment.
  Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
• Queue Management
• Taking Switchboard overflow calls when they are busy.

Key Requirements:

• Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
• Excellent telephone manner and written capability with comprehension.
  Ideally proven track record in a contact center environment but not essential.
• Ability to handle conflict
• Ability to be flexible and adaptable to change, even it is a total surprise.
• Focus on the customer experience.
• Team Player with the ability to focus on the team progression and not just your own.
• Reliable with good timekeeping.
• Confidence to speak up and question the Status Quo in a healthy manner.
• Pattern recognition to spot trends.
• Ability to learn new software.
• Able to receive feedback well.
• Ability to improve your own learning.

KPIs:

• Be able to answer a call within 30 seconds across the team.
• Have an abandoned call rate of less than 5% across the team.
• Be able to answer an email within 1 hour across the team.
• Score more than 90% on Quality Evaluations across the team.

Additional Information:

Interview Process: In Person/Teams/Telephonic

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