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- Tasks: Handle calls and emails, logging incidents and providing excellent customer service.
- Company: Join a leading independent tech and services provider.
- Benefits: Competitive pay, flexible working, and training opportunities.
- Why this job: Gain valuable experience in a dynamic environment while working from home and the office.
- Qualifications: Strong communication skills and a team player attitude.
- Other info: Opportunity for career growth and learning new software.
Job Description
Join a leading independent technology and services provider as a First Line Analyst.
Job Overview:We are seeking First Line Analysts to join the Service Desk team supporting First Group. This role involves handling incoming calls and emails, logging incidents, and providing first-contact resolution where possible. Analysts will work in a hybrid model after training, with 2 days onsite and 3 days remote.
Location: Nottingham NG8 6AT
Rate: Rate: An hourly rate, in-scope IR35, of £12.60 (PAYE) OR £16.35 per hour (via a Hays Approved Umbrella Company).
Length: 09 Feb 2026 to 15 Jun 2026
Work Schedule: 7am until 7pm on a 7.5 hour rolling shift basis as outlined below
Monday to Friday:07:00 – 15:30
08:00 – 16:3008:30 – 17:00
09:00 – 17:30
10:30 – 19:00
Saturday and Sunday:
07:00 – 15:30
10:30 – 19:00
Note:If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.
Once fully trained and operational you will be working 2 days from the Nottingham office and 3 days at home.
Key Responsibilities:
- Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
- We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
- Following knowledge processes for onwards assignment.
- Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
- Queue Management
- Taking Switchboard overflow calls when they are busy.
Key Requirements:
- Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
- Excellent telephone manner and written capability with comprehension.
- Ideally proven track record in a contact center environment but not essential.
- Ability to handle conflict
- Ability to be flexible and adaptable to change, even it is a total surprise.
- Focus on the customer experience.
- Team Player with the ability to focus on the team progression and not just your own.
- Reliable with good timekeeping.
- Confidence to speak up and question the Status Quo in a healthy manner.
- Pattern recognition to spot trends.
- Ability to learn new software.
- Able to receive feedback well.
- Ability to improve your own learning.
KPIs:
- Be able to answer a call within 30 seconds across the team.
- Have an abandoned call rate of less than 5% across the team.
- Be able to answer an email within 1 hour across the team.
- Score more than 90% on Quality Evaluations across the team.
Additional Information:
Interview Process: In Person/Teams/Telephonic
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.
Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
First Line Analyst (L2) employer: Hays Talent Solutions
Contact Detail:
Hays Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Analyst (L2)
✨Tip Number 1
Get to know the company! Research their values and culture so you can tailor your approach during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. It shows you're engaged and gives you a chance to assess if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace First Line Analyst (L2)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the First Line Analyst role. Highlight any relevant experience, especially in customer service or contact centres, and don’t forget to mention your ability to handle calls and emails efficiently.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to showcase your personality and explain why you’re the perfect fit for our team. Mention your adaptability and focus on customer experience, as these are key for us.
Show Off Your Skills: In your application, be sure to highlight your excellent telephone manner and written communication skills. We want to see how you can contribute to our team's success, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you started on your journey with StudySmarter!
How to prepare for a job interview at Hays Talent Solutions
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a First Line Analyst L2. Familiarise yourself with the key tasks like handling calls and emails, logging incidents, and providing excellent customer service. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since this role requires excellent telephone and written communication skills, practice articulating your thoughts clearly. You could even role-play common scenarios you might encounter on the job. This will not only boost your confidence but also demonstrate your ability to handle customer interactions effectively.
✨Show Your Team Spirit
Emphasise your ability to work as part of a team during the interview. Share examples of how you've contributed to team success in previous roles. Highlighting your collaborative nature will resonate well, especially since the job involves working closely with other analysts.
✨Be Ready for Situational Questions
Prepare for questions that assess your problem-solving skills and adaptability. Think of specific instances where you've had to handle conflict or adapt to sudden changes. This will showcase your ability to thrive in a dynamic environment, which is crucial for this position.
