First Line Analyst

Experis; Bulwell; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology staffing firm in Nottingham is seeking a Service Desk Analyst to join their team. The role involves acting as the first point of contact for technical inquiries, focusing on user experience, and managing service requests. Ideal candidates will possess strong communication skills, the ability to handle conflict, and a proactive learning attitude. This position offers a hybrid working model, with two days in the office and three from home after training.

Qualifications

• Must be a reliable team player who enjoys learning and adapts to changing priorities.
• Experience in a contact centre is an advantage but not essential.

Responsibilities

• Manage incoming calls and emails via Genesys, logging incidents into ITSM system.
• Aim for first-contact resolution by capturing accurate data.
• Maintain and update the team's knowledge base.
• Monitor service queues and assist the switchboard during peak periods.
• Identify patterns to improve overall service delivery.

Skills

Excellent telephone manner

Clear written English

Conflict resolution

Customer experience prioritization

Proactive learning

Job description

Service Desk Analyst - Nottingham (Hybrid)

Are you a customer-focused professional looking for a role that balances office collaboration with the flexibility of working from home? Join our team of six analysts in Nottingham, where we pride ourselves on solving problems at the first point of contact and maintaining high standards of service.

The Role

As a Service Desk Analyst, you will be the first point of contact for technical incidents and enquiries. Your focus will be on the user experience, ensuring every call and email is handled with care and efficiency.

Key Responsibilities

• Manage incoming calls and emails via Genesys, logging incidents into our ITSM system.
• Aim for first‑contact resolution by capturing accurate data and following established processes.
• Maintain the team's knowledge base by updating existing articles and creating new ones to bridge gaps.
• Monitor service queues and assist the switchboard during peak periods.
• Identify patterns and trends to improve overall service delivery.

Working Pattern & Location

This role operates on a 7.5‑hour rolling shift basis between 07:00 and 19:00. Monday to Friday: shifts range from 07:00‑15:30 to 10:30‑19:00. Weekends: occasional Saturday and Sunday shifts (07:00‑15:30 or 10:30‑19:00). Lieu Days: if you work a weekend, you will receive a day off during the following week (Tuesday‑Friday). Hybrid Working: once fully trained, you will work two days in the Nottingham office and three days from home.

Requirements

To be successful in this role, you should be a reliable team player who enjoys learning and can adapt to changing priorities.

• Excellent telephone manner and clear written English.
• Track record of prioritising the customer experience over technical jargon.
• The ability to handle conflict and remain calm under pressure.
• Proactive approach to learning new software and confidence to suggest improvements to current processes.
• Must have been a UK resident for the last three years to pass required BPSS vetting.
• Previous experience in a contact centre is an advantage but not essential.

Training and Performance

We offer a minimum of two weeks on‑site shadowing in our Nottingham office to ensure you are comfortable before working independently. As a team, we work towards clear targets, including:

• Answering calls within 30 seconds.
• Maintaining an abandoned call rate below 5%.
• Responding to emails within one hour.
• Achieving quality evaluation scores of over 90.