First Line Analyst

Click Digital; Nottingham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading IT service provider in Nottingham is seeking a motivated First Line Analyst. In this role, you will handle approximately 1000 calls and 700 emails monthly, ensuring effective incident management. Training is on-site for two weeks before transitioning to a hybrid model of 2 days in the office and 3 days from home. Ideal candidates should have excellent customer service skills and be reliable team players. Previous experience in IT support is a plus.

Qualifications

• Excellent customer service and communication skills, both verbal and written.
• Strong ability to manage calls and maintain professionalism under pressure.
• Ability to handle conflict and adapt to changes in a dynamic environment.

Responsibilities

• Handle incoming calls and emails, logging incidents into ITSM.
• Aim to resolve issues at the first point of contact.
• Perform queue management and take switchboard overflow calls.
• Collaborate with teammates to ensure consistent service.

Skills

Excellent customer service and communication skills

Strong call control

Professionalism under pressure

Ability to handle conflict

Team player

Reliability and punctuality

Adaptability

Learning new software

Tools

Genesys

Job description

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.