First Line Analyst (L2)

Allscreens Nationwide Ltd; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

Allscreens Nationwide Ltd in Milton Keynes is seeking an SC Cleared First Line Analyst (L2) to support a critical customer service desk operation. You will provide first-line technical support, diagnose incidents, and manage service requests while maintaining high service standards.

In a fast-paced team, you will troubleshoot across Windows, networks, and ITSM tooling, document knowledge bases, and assist problem management with recurring issues, ensuring timely updates to customers and

Qualifications

• Previous experience within a 1st Line Support, Service Desk, Helpdesk or IT Support role.
• Experience supporting Windows operating systems and Microsoft applications.
• Knowledge of Active Directory and user management.
• Understanding of TCP/IP, DNS, DHCP and connectivity troubleshooting.
• Experience using IT Service Management (ITSM) tools such as ServiceNow or Remedy.
• Commitment to high customer service standards.

Responsibilities

• Provide first-line technical support to customers via phone, email, and ticketing systems.
• Investigate, diagnose, and resolve incidents within agreed service levels.
• Manage and fulfil service requests accurately and efficiently.
• Escalate unresolved issues to appropriate support teams where required.
• Perform initial troubleshooting across hardware, software, operating systems, and network-related issues.
• Monitor incidents through to resolution and maintain regular customer communication.
• Assist Problem Management teams by identifying recurring issues and contributing to root cause investigations.
• Create, update, and maintain technical documentation, support guides, and knowledge articles.
• Provide technical coaching and support to colleagues as required.
• Ensure all activities are recorded and managed within ITSM tools.
• Follow established processes, procedures, and security policies.
• Maintain high levels of customer satisfaction and service delivery.

Skills

Windows OS

Microsoft Applications

Active Directory

Networking basics

Incident management

Documentation

Tools

ServiceNow

Remedy

Job description

Weare seeking an SC Cleared First Line Analyst (L2) to support the delivery of acritical customer service desk operation. The successful candidate will providefirst-line technical support, ensure the effective investigation, resolution,and management of incidents and service requests while maintaining excellentcustomer service standards.

Workingwithin a fast-paced support environment, you will be responsible for diagnosingtechnical issues, fulfilling service requests, contributing to probleminvestigations, and supporting continuous service improvement initiatives.

Duration: ASAP - 31 October 2026

Working Hours:

Monday to Friday, 09:00 - 17:30(within a rotating shift environment covering 07:00 - 19:00)

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and ticketing systems.
• Investigate, diagnose, and resolve incidents within agreed service levels.
• Manage and fulfil service requests accurately and efficiently.
• Escalate unresolved issues to appropriate support teams where required.
• Perform initial troubleshooting across hardware, software, operating systems, and network-related issues.
• Monitor incidents through to resolution and maintain regular customer communication.
• Assist Problem Management teams by identifying recurring issues and contributing to root cause investigations.
• Create, update, and maintain technical documentation, support guides, and knowledge articles.
• Provide technical coaching and support to colleagues as required.
• Ensure all activities are recorded and managed within ITSM tools.
• Follow established processes, procedures, and security policies.
• Maintain high levels of customer satisfaction and service delivery.
• Previous experience within a 1st Line Support, Service Desk, Helpdesk, or IT Support environment.
• Experience supporting Windows operating systems and Microsoft applications.
• Knowledge of Active Directory, account administration, password resets, and user management.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and connectivity troubleshooting.
• Experience using IT Service Management (ITSM) tools such as ServiceNow, Remedy, or similar.