At a Glance
- Tasks: Provide first-line technical support and resolve customer issues in a fast-paced environment.
- Company: Join a dynamic team focused on delivering top-notch customer service.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Work in a supportive environment with excellent career advancement opportunities.
- Why this job: Make a real difference by helping customers and improving service delivery.
- Qualifications: Experience in IT support and knowledge of Windows and networking fundamentals.
The predicted salary is between 33750 - 41250 £ per year.
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 Service Now, Remedy, or similar.
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First Line Analyst (L2) in Milton Keynes employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
