Service Desk Analyst - Nottingham (Hybrid Working)We''re looking for a dedicated Service Desk Analyst to join our Client''s team in Nottingham. This is a fast-paced role where you will be the first point of contact for their users, ensuring smooth service delivery. Key InformationLocation: Nottingham office (2 days per week) and Remote/Home Working (3 days per week) once training is complete.Hours: Full-time, working 7.5-hour rolling shifts between 7:00 am and 7:00 pm, Monday to Sunday. Shift Pattern Examples:Weekday shifts (Mon-Fri):07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00Weekend shifts (Sat/Sun):07:00 - 15:3010:30 - 19:00Note: If you are rostered for a weekend shift, you will receive a Lieu Day off during the following week (Tuesday to Friday), allocated by the Team Leader. What You Will Be DoingWorking as one of 6 Analysts, you will manage a shared workload of approximately 1,000 calls and 700 emails per month.Incident Logging and Resolution: Handle incoming calls and emails via Genesys, accurately logging incidents into ITSM. Focus on resolving issues at the first point of contact whenever possible.Knowledge Management: Follow existing knowledge processes for incident assignment. Update and create new knowledge articles to maintain an effective knowledge base.Queue Management: Monitor and manage the incident queues effectively.Support: Provide overflow support for the Switchboard during busy periods. What We Need From YouWe are looking for candida