Level 1 Service Desk Analyst -Amazon Connect & Telephony

Level 1 (L1) – Service Desk Analyst – Amazon Connect & Telephony - Outside IR35 6 month contract Role Summary The L1 Service Desk Analyst serves as the initial point of contact for all Amazon Connect and telephony-related incidents and service requests. This role focuses on basic troubleshooting, incident logging, and routing to appropriate support levels.Key Responsibilities
  • - Respond to and log incidents and service requests related to Amazon Connect and telephony systems.
  • - Perform initial diagnostics for issues such as agent login failures, call routing errors, and device connectivity.
  • - Escalate unresolved issues to L2 or L3 support teams with complete documentation.
  • - Provide timely updates to users and maintain communication throughout the incident lifecycle.
  • - Participate in go-live support and early life support activities.
Required Technical Skills
  • - Basic understanding of Amazon Connect and cloud-based contact center platforms.
  • - Familiarity with telephony systems and VoIP fundamentals.
  • - Proficiency in using ITSM tools such as SysAid for incident logging.
  • - Strong communication and customer service skills.
  • - Ability to follow documented SOPs and escalation procedures.
Qualifications
  • - Diploma or Bachelor's degree in IT, Computer Science, or related field.
  • - ITIL Foundation certification preferred.
Experience
  • - 1–2 years of experience in IT service desk or technical support roles.
  • - Exposure to contact center environments is a plus.
Working Conditions
  • - Shift-based work including weekends and holidays.
  • - May require on-site presence during go-live and cutover periods (in Glasgow).
Company
Opus Recruitment Solutions Ltd
Location
Glasgow, Lanarkshire, Scotland, United Kingdom
Employment Type
Contractor
Salary
Salary negotiable
Posted
Company
Opus Recruitment Solutions Ltd
Location
Glasgow, Lanarkshire, Scotland, United Kingdom
Employment Type
Contractor
Salary
Salary negotiable
Posted