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# First Line Analyst (L2)

- **Company:** Hays plc
- **Location:** Milton Keynes, UK
- **Salary:** £27,040.0 - £35,360.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Microsoft Software, Networking Basics, TCP/IP, SC Clearance, User Administration, Servicenow
- **Published:** August 3, 2026
- **Apply:** https://www.reed.co.uk/jobs/first-line-analyst-l2/57189516

## About the Role

* 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.

## Description

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.


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