Hybrid IT Helpdesk Analyst — First Line Support

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

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.