Service Desk Analyst - 6 months Contract - Glasgow
We are currently recruiting for a Service Desk Analyst to be based out of our customers office in the Glasgow area on an initial 6 month contract. The successful candidate will be responsible for providing first-line support for incidents and service requests related to Amazon Connect and telephony systems. This role involves logging and triaging user issues, performing initial diagnostics on common problems such as login failures, call routing errors, and device connectivity, and escalating unresolved cases to higher-level support teams with clear documentation
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 life cycle.
* Participate in go-live support and early life support activities.
Required Technical Skills
Basic understanding of Amazon Connect and cloud-based contact centre 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.
At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values of Honesty, Integrity, and Pragmatism. We welcome applications from all suitably qualified or experienced candidates, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us.