First Line Analyst

Service Desk Analyst - Nottingham (Hybrid Working)

We're looking for a dedicated Service Desk Analyst to join our Client's team in Nottingham. This is a fast-paced role where you will be the first point of contact for their users, ensuring smooth service delivery.

Key Information

• Location: Nottingham office (2 days per week) and Remote/Home Working (3 days per week) once training is complete.

• Hours: Full-time, working 7.5-hour rolling shifts between 7:00 am and 7:00 pm, Monday to Sunday.

Shift Pattern Examples:

Weekday shifts (Mon-Fri):
07:00 - 15:30
08:00 - 16:30
08:30 - 17:00
09:00 - 17:30
10:30 - 19:00

Weekend shifts (Sat/Sun):
07:00 - 15:30
10:30 - 19:00

Note: If you are rostered for a weekend shift, you will receive a Lieu Day off during the following week (Tuesday to Friday), allocated by the Team Leader.

What You Will Be Doing

Working as one of 6 Analysts, you will manage a shared workload of approximately 1,000 calls and 700 emails per month.

• Incident Logging & Resolution: Handle incoming calls and emails via Genesys, accurately logging incidents into ITSM. Focus on resolving issues at the first point of contact whenever possible.

• Knowledge Management: Follow existing knowledge processes for incident assignment. Update and create new knowledge articles to maintain an effective knowledge base.

• Queue Management: Monitor and manage the incident queues effectively.

• Support: Provide overflow support for the Switchboard during busy periods.

What We Need From You

We are looking for candidates who demonstrate:

• Customer Service Excellence: A focus on the customer experience and the ability to confidently control a call, prioritising the customer over technical detail.

• Communication Skills: Excellent telephone manner and written comprehension. Prior experience in a contact centre is helpful but not essential.

• Flexibility & Adaptability: The capacity to handle change and adapt to new situations quickly.

• Resilience: Ability to handle conflict professionally.

• Team Focus: A commitment to the progression of the whole team, not just individual goals.

• Reliability: Excellent timekeeping and dependability.

• Initiative: Confidence to speak up and question current practices constructively.

• Learning Capability: An ability to learn new software, spot trends (pattern recognition), and receive feedback well to drive your own learning and improvement.

Training

You will receive comprehensive, on-the-job training in the Nottingham office for a minimum of two weeks. This involves side-by-side shadowing until you are confident working with minimal support.

Why This Role?

You will be joining a team that values quality and efficiency. We work towards clear performance metrics:

• Team-wide goals for answering calls within 30 seconds and maintaining an abandoned call rate of under 5%.

• Responding to emails within one hour (team-wide).

• Achieving over 90% in Quality Evaluations (team-wide).

If you are ready to put your strong customer service and problem-solving skills to work in a dynamic, hybrid role, apply now.

People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.