First Line Analyst

We are recruiting for a motivated and customer-focused First Line Analyst for a leading IT service provider based in Nottingham. You’ll be part of a team of six analysts handling around 1000 calls and 700 emails per month, supporting end users and ensuring incidents are logged, managed, and resolved efficiently. Training will take place on-site in Nottingham for at least two weeks, with side-by-side shadowing until you’re confident working independently. Once fully trained, you’ll move to a hybrid model — 2 days in the office and 3 days from home. Day-to-Day Responsibilities * Handle incoming calls and emails via Genesys, logging incidents into ITSM. * Aim to resolve issues at the first point of contact wherever possible. * Perform queue management and take switchboard overflow calls when needed. * Collaborate closely with your teammates to ensure a consistent, high-quality service. Skills & Experience * Excellent customer service and communication skills (verbal and written). * Strong call control and professionalism under pressure. * Ability to handle conflict and adapt to change. * A team player who contributes to team progress as well as personal success. * Reliable, punctual, and open to feedback. * Able to learn new software and recognise patterns or trends in incidents. * Previous experience in a contact centre or IT support environment is desirable but not essential. This is an umbrella contract, the role is Inside IR35

Location: Nottingham, NOTTINGHAMSHIRE, GB

Posted Date: 11/4/2025