Join a leading independent technology and services provider as a First Line Analyst (L2)!Job Overview: Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.Training: Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.Workload: There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.Day-to-Day Activities: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 ManagementTaking Switchboard overflow calls when they are busy.Rate £16.35/Hr through UMB £12.60/Hr through basic PAYE £14.31/Hr through Premium PAYEContract 6 months contractLocation Phoenix House, Colliers Way, Phoenix Business Park, Nottingham NG8 6AT Job Description:7am until 7pm on a 7.5 hour rolling shift basis as outlined below.Monday to Friday: 07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00Saturday and Sunday: 07:00 - 15:3010:30 - 19:00Key Responsibilities Excellent customer service skills, focusi