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).