First Line Analyst (L3)

Join a leading independent technology and services provider as a First Line Analyst L3

Job 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 UMB
£14.11/Hr through basic PAYE

Contract 12 Months contract

Location: Nottingham OR Milton Keynes
Security Required: SC Clearance

Key Responsibilities

• Ensure Department/Contract meets SLA performance targets
• Maintain and improve customer satisfaction levels
• Understand and adhere to policies and procedures
• Demonstrates relevant Company Values
• Keep skills up to date with IT industry standards as appropriate to the role/contract
• Attain and maintain accreditations as appropriate to the role/Contract

Key Requirements

• Works 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 abilities
• Routine administrative skills
• Good interpersonal skills, basic literacy, and numeracy skills to support in customers language
• Demonstrates awareness of health and safety at work.
• We would expect extended understanding of PC usage
• Strong communication skills with a proactive approach to solutions
• At least 18 months experience of working on a service desk/call centre
• Customer Service experience is essential at this level
• Ability to perform ticket analysis and report on trends
• Ability to handle excel, ppt at a basic level
• Ability to work independently and meet deadlines
• Demonstrate project management skills in account-related projects
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• Open to work in a 24/7 work environment

Additional 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.

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