First Line Analyst (L2)

Job Overview: Weare seeking an SC Cleared First Line Analyst (L2) to support the delivery of acritical customer service desk operation. The successful candidate will provideFirst-line technical support, ensuring an effective investigation, resolution,and management of incidents and service requests while maintaining excellentcustomer service standards.Workingwithin a fast-paced support environment, you will be responsible for diagnosingtechnical issues, fulfilling service requests, contributing to probleminvestigations, and supporting continuous service improvement initiatives.Location: Building 7, Caldecotte Lake Business Park, Milton Keynes, MK7 8JU Security Clearance: Active SC Clearance (Essential)Duration: ASAP - 31 October 2026 Working Hours: Monday to Friday, 09:00 - 17:30 (within a rotating shift environment covering 07:00 - 19:00)Rate: A per hour rate, in-scope IR35,of £13.45/hr PAYE OR £17.45hr (via a Hays approved umbrella company)Key Responsibilities

• Provide first-line technical support to customers via phone, email, and ticketing systems.
• Investigate, diagnose, and resolve incidents within agreed service levels.
• Manage and fulfil service requests accurately and efficiently.
• Escalate unresolved issues to appropriate support teams where required.
• Perform initial troubleshooting across hardware, software, operating systems, and network-related issues.
• Monitor incidents through to resolution and maintain regular customer communication.
• Assist Problem Management teams by identifying recurring issues and contributing to root cause investigations.
• Create, update, and maintain technical documentation, support guides, and knowledge articles.
• Provide technical coaching and support to colleagues as required.
• Ensure all activities are recorded and managed within ITSM tools.
• Follow established processes, procedures, and security policies.
• Maintain high levels of customer satisfaction and service delivery.

Essential Skills & Experience

• Active SC Clearance (mandatory).
• Previous experience within a 1st Line Support, Service Desk, Helpdesk, or IT Support environment.
• Experience supporting Windows operating systems and Microsoft applications.
• Knowledge of Active Directory, account administration, password resets, and user management.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and connectivity troubleshooting.
• Experience using IT Service Management (ITSM) tools such as ServiceNow, Remedy, or similar.

How to Apply: If you're interested in thisrole, click 'apply now' to forward an up-to-date copy of your CV, or call usnow. If this job isn't quite right for you, but you are looking for a newposition, please contact us for a confidential discussion about your career.

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