Level 1 (L1) – Service Desk Analyst – Amazon Connect & Telephony - Outside IR35 6 month contract
Role Summary
The L1 Service Desk Analyst serves as the initial point of contact for all Amazon Connect and telephony-related incidents and service requests. This role focuses on basic troubleshooting, incident logging, and routing to appropriate support levels.
Key Responsibilities
* - Respond to and log incidents and service requests related to Amazon Connect and telephony systems.
* - Perform initial diagnostics for issues such as agent login failures, call routing errors, and device connectivity.
* - Escalate unresolved issues to L2 or L3 support teams with complete documentation.
* - Provide timely updates to users and maintain communication throughout the incident lifecycle.
* - Participate in go-live support and early life support activities.
Required Technical Skills
* - Basic understanding of Amazon Connect and cloud-based contact center platforms.
* - Familiarity with telephony systems and VoIP fundamentals.
* - Proficiency in using ITSM tools such as SysAid for incident logging.
* - Strong communication and customer service skills.
* - Ability to follow documented SOPs and escalation procedures.
Qualifications
* - Diploma or Bachelor's degree in IT, Computer Science, or related field.
* - ITIL Foundation certification preferred.
Experience
* - 1–2 years of experience in IT service desk or technical support roles.
* - Exposure to contact center environments is a plus.
Working Conditions
* - Shift-based work including weekends and holidays.
* - May require on-site presence during go-live and cutover periods (in Glasgow).
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