Level 1 Service Desk Analyst -Amazon Connect & Telephony
Glasgow, United Kingdom
Contract
Competitive
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
1. - Respond to and log incidents and service requests related to Amazon Connect and telephony systems.
2. - Perform initial diagnostics for issues such as agent login failures, call routing errors, and device connectivity.
3. - Escalate unresolved issues to L2 or L3 support teams with complete documentation.
4. - Provide timely updates to users and maintain communication throughout the incident lifecycle.
5. - Participate in go-live support and early life support activities.
Required Technical Skills
6. - Basic understanding of Amazon Connect and cloud-based contact center platforms.
7. - Familiarity with telephony systems and VoIP fundamentals.
8. - Proficiency in using ITSM tools such as SysAid for incident logging.
9. - Strong communication and customer service skills.
10. - Ability to follow documented SOPs and escalation procedures.
Qualifications
11. - Diploma or Bachelor's degree in IT, Computer Science, or related field.
12. - ITIL Foundation certification preferred.
Experience
13. - 1–2 years of experience in IT service desk or technical support roles.
14. - Exposure to contact center environments is a plus.
Working Conditions
15. - Shift-based work including weekends and holidays.
16. - May require on-site presence during go-live and cutover periods (in Glasgow).