First Line Analyst (L3)

Job Description Join a leading independent technology and services provider as a First Line Analyst L3Job Overview: This role is a key customer-facing position responsible for delivering high-quality technical and service support across multiple communication channels, both remotely and on customer sites. It involves managing inbound and outbound contacts, creating and maintaining tickets to ensure compliance, and resolving technical issues at the first point of contact whenever possible. The position requires sound judgement in evaluating escalations, ensuring customer expectations are met, and maintaining a consistent service experience for both internal and external stakeholders.Rate 18.32/Hr through UMB14.11/Hr through basic PAYEContract 12 Months contractLocation: Nottingham OR Milton KeynesSecurity Required: SC ClearanceKey ResponsibilitiesEnsure Department/Contract meets SLA performance targetsMaintain and improve customer satisfaction levelsUnderstand and adhere to policies and proceduresDemonstrates relevant Company ValuesKeep skills up to date with IT industry standards as appropriate to the role/contractAttain and maintain accreditations as appropriate to the role/ContractKey RequirementsWorks under supervision. Uses minor discretion.Able to follow instructions and procedures Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role Demonstrates an organised approach to work.Demonstrates customer service abilitiesRoutine administrative skillsGood interpersonal skills, basic literacy, and numeracy skills to support in customers languageDemonstrates awareness of health and safety at work.We would expect extended understanding of PC usageStrong communication skills with a proactive approach to solutionsAt least 18 months experience of working on a service desk/call centreCustomer Service experience is essential at this levelAbility to perform ticket analysis and report on trendsAbility to handle excel, ppt at a basic levelAbility to work independently and meet deadlinesDemonstrate project management skills in account-related projectsAbility to adapt quickly to dynamic team environments to maintain consistent effective contribution.Open to work in a 24/7 work environmentAdditional InformationInterview Process: Once a profile is shortlisted, an interview will be conducted 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. Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.

Created: 2026-02-08