First Line Analyst (L2)

Job Overview: We are seeking an SC Cleared First Line Analyst (L2) to support the delivery of a critical customer service desk operation. The successful candidate will provide first-line technical support, ensure the effective investigation, resolution, and management of incidents and service requests while maintaining excellent customer service standards. Working within a fast-paced support environment, you will be responsible for diagnosing technical issues, fulfilling service requests, contributing to problem investigations, and supporting continuous service improvement initiatives. Location: Building 7, Caldecotte Lake Business Park, Milton Keynes, MK7 8JU Duration: ASAP – 31 October 2026 Working Hours: Monday to Friday, 09:00 – 17:30 (within a rotating shift environment covering 07:00 – 19:00) Rate: A per hour rate, in-scope IR35, of £13.45/hr PAYE OR £17.45hr (via a Hays approved umbrella company) 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. Essential Skills & Experience 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. How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #4818250 - Daizy Grover