First Line Analyst

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

Job Overview:
Client are currently hiring for the vacancy of a First Line Analyst to provide Request Management access support primarily and Incident Management Support for a Customer account. The role is fully on site at our Nottingham office, is 7.5 hours per day Mon to Fri on a rota basis set by the Team Leader and our hours of operation are 7am until 7pm. You get one hour for lunch designated by your Team Leader. On the job training will be given, side by side. There is free parking and the Tram stop is close by.

Location: Nottingham

Rate: An hourly rate, in-scope IR35, of £13.45 (PAYE) OR £17.45 per hour (via a Hays Approved Umbrella Company).

Length: 4 Jan 2027 to 30 Jul 2027

Work Schedule: 7am until 7pm on a 7.5 hour rolling shift basis

Key Responsibilities:

• Provide IT Support for the handling and resolution of Requests for access.
• Provide IT Support for the handling and resolution of Incidents generated from a "failed request".
• Provide back up support to another First Line team on the same customer account for Incident Management as and when required.
• Be willing and experienced in creating, editing and sharing knowledge articles.
• Upskilling new colleagues to the team.
• Working within company policy.
• Contribute to Continuous Service Improvements.
• Any ad hoc duties as instructed by your Team Leader that fall within the job role.

Key Requirements:

• Must have a good standard of written and spoken English, including the ability to read, understand and communicate technical and customer information effectively.
• At least 2 years experience in an IT First Line Service Desk capacity.
• A sharing mentality with a credible history of being a Team Player.
• Be able to pass UK Government Security Clearance to be able to work on the account.
• Ability to stay engaged and focused with repetitive tasks.
• Ability to listen to instruction and follow process in Real Time.
• An analytical mind with the ability to spot trends and call them out.
• Ability to work with minimal supervision, on your own initiative and as part of a team.

Desirable:

• Experience of using ServiceNow.
• Experience with Request Management Tasks such as Shared Mailbox Requests and Software installs.
• Experience with First Line Service Desk inbound Incident Management.

Additional Information:

SC Cleared/Willing to go through SC Clearance.

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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