Service Desk Analyst - Nottingham (Hybrid) Are you a customer-focused professional looking for a role that balances office collaboration with the flexibility of working from home? Join our team of six analysts in Nottingham, where we pride ourselves on solving problems at the first point of contact and maintaining high standards of service. The Role As a Service Desk Analyst, you will be the first point of contact for technical incidents and enquiries. Your focus will be on the user experience, ensuring every call and email is handled with care and efficiency. Key Responsibilities: Manage incoming calls and emails via Genesys, logging incidents into our ITSM system. Aim for first-contact resolution by capturing accurate data and following established processes. Maintain the team's knowledge base by updating existing articles and creating new ones to bridge gaps. Monitor service queues and assist the switchboard during peak periods. Identify patterns and trends to improve overall service delivery. Working Pattern & Location This role operates on a 7.5-hour rolling shift basis between 07:00 and 19:00. Monday to Friday: Shifts range from 07:00-15:30 to 10:30-19:00. Weekends: Occasional Saturday and Sunday shifts (07:00-15:30 or 10:30-19:00). Lieu Days: If you work a weekend, you will receive a day off during the following week (Tuesday-Friday). Hybrid Working: Once fully trained, you will work two days i...