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1st Line Support Analyst

  • Location:

    Telford, Shropshire

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Birmingham Government Team

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    22 days ago

  • Expiry date:


  • Startdate:

    27/06/22 10:46:35

Job Description

My Public Sector Client based in Telford City Centre is looking for 1st Line Support Analysts to fully support their key infrastructures. The role is paying £11.71 per hour. This role would be full time, and due to the nature of the role, the successful candidate must be flexible around working times due to various daytime shifts (07:00 - 18:30, Monday - Friday) and potential for a delayed end of shift. Overtime may be released according to business demand.

There are numerous start dates throughout August and September. The role will be in place until the end of September 2022 initially. You will be joining a busy team, which has the potential for work beyond September.

The role of a First Line Analyst involves taking emails, calls and chats from users, listening to and analysing the issues that users experience, and progressing the call accordingly. Whether that be through trying to fix the issue with the available fixes or assigning the case to the appropriate team for resolution. A key part of the role is ensuring information captured is relevant, detailed and concise due to potentially being progressed to other teams and viewed by anyone with access to the incident logging platform.

The main responsibilities for the role include triaging and investigating, logging incidents and taking ownership of incidents from initial contact through to resolution. It is essential therefore that you maintain a professional attitude throughout the whole working day. Whilst the role will predominantly involve inbound calls, please be aware that outbound calls will also be required to resolve incidents efficiently.

Excellent computer literacy skills are a must for this role and an understanding of the fundamentals of IT infrastructure, you should also have knowledge of the use of Windows 7, 8.1, 10 and also Microsoft office products (Outlook, Excel and Word). There is a Knowledge based system which is available to use, however any further knowledge within IT will be beneficial. Also essential is a strong customer service focus, as agents will speak to multiple people each day, therefore being able to adapt to each individuals needs is a key skill.

Due to government guidance following COVID-19, this role will initially involve working from home and applicants must have:
- A reliable internet connection
- A suitable working area and an environment where calls can be taken (i.e. noise considerations)
- Good communication via multiple channels such as instant messages, phone, email
- Ability to work autonomously as well as part of a team

Please note that training will be remote but will involve some shadowing on site. Going forward the client will be looking to implement a hybrid model of three days a week in the office.

If you feel you have proven and relevant experience and would be happy to be considered for this role, please send your CV through for consideration.


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