Service Desk Analyst

Lucid Support Services Ltd; Scotland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading support services provider in Glasgow is seeking a Service Desk Analyst for a 6-month contract. You will provide first-line support for Amazon Connect and telephony systems, logging incidents and troubleshooting issues. Strong communication and customer service skills are essential for this role. The ideal candidate will possess a basic understanding of telephony systems and proficiency in ITSM tools. This position offers an opportunity to work in a dynamic support environment.

Qualifications

• Basic understanding of Amazon Connect and cloud-based contact centre platforms.
• Familiarity with telephony systems.
• Proficiency in using ITSM tools.

Responsibilities

• Respond to and log incidents for Amazon Connect and telephony systems.
• Perform initial diagnostics for login and routing errors.
• Escalate unresolved issues to higher-level support.

Skills

Customer Service

Communication

Incident Logging

VoIP Fundamentals

Tools

ITSM tools like SysAid

Job description

Service Desk Analyst - 6 months Contract - Glasgow

We are currently recruiting for a Service Desk Analyst to be based out of our customers office in the Glasgow area on an initial 6 month contract. The successful candidate will be responsible for providing first-line support for incidents and service requests related to Amazon Connect and telephony systems. This role involves logging and triaging user issues, performing initial diagnostics on common problems such as login failures, call routing errors, and device connectivity, and escalating unresolved cases to higher-level support teams with clear documentation

Key Responsibilities

• Respond to and log incidents and service requests related to Amazon Connect and telephony systems.
• Perform initial diagnostics for issues such as agent login failures, call routing errors, and device connectivity.
• Escalate unresolved issues to L2 or L3 support teams with complete documentation.
• Provide timely updates to users and maintain communication throughout the incident life cycle.
• Participate in go-live support and early life support activities.

Required Technical Skills

Basic understanding of Amazon Connect and cloud-based contact centre platforms.

Familiarity with telephony systems and VoIP fundamentals.

Proficiency in using ITSM tools such as SysAid for incident logging.

Strong communication and customer service skills.

Ability to follow documented SOPs and escalation procedures.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values of Honesty, Integrity, and Pragmatism. We welcome applications from all suitably qualified or experienced candidates, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us.