First Line Analyst (L2)

Job Overview: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, ensuring an 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.Location: Building 7, Caldecotte Lake Business Park, Milton Keynes, MK7 8JUSecurity Clearance:Active SC Clearance (Essential)Duration: ASAP - 31 October 2026Working 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 ResponsibilitiesProvide 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 ..... full job details .....