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: 09 Feb 2026 to 15 Jun 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 - 16:3008:30 - 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

How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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