First Line Analyst (L2)

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., * 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.

• Active SC Clearance (mandatory).
• 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.