First Line Analyst L3 Join a leading independent technology and services provider as a First Line Analyst L3 Job Overview: We are looking for a proactive and customer‑focused Service Desk Specialist to join our team. In this role, you will be responsible for delivering high‑quality technical support and customer service across multiple channels, ensuring an exceptional experience for both internal and external stakeholders. You will act as a key point of contact for incident resolution, service requests, and escalations, while also supporting continuous improvement initiatives within the team. Rate£17.87/Hr through UMB£13.77/Hr through basic PAYE£15.63/Hr through Premium PAYE Contract 6 Months contract LocationRaynesway - Derby DE21 7BE Security Required:SC Clearance Key Responsibilities Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels. Ticket creation and management to ensure customer compliance Performing technical activities and resolving issues at first point of contact where applicable Evaluate escalations and action appropriately to ensure customer demands are met. Proactive cooperation with other team members Ability to identify improvement ideas with team leaders to take further actions Floor walking and real-time assistance to colleagues/Team Leader Collaboration and professional communication (client and internal) Involvement in the tasks below upon line manager's request: Handling queue management Quality checks and feedback delivery to share with the team leaders to take further actions. Cooperation with other teams and resolver groups or 3rd parties Creation of regular or ad-hoc reports Support the optimisation team and optimisation initiatives. Acting as role model to colleagues at junior level, and being able to impart knowledge and support Ability to use, create and review knowledge articles Knowledge Coaching & Feedback Key Requirements Works under supervision. Uses minor discretion. Able to follow instructions and procedures Uses information systems, technology functions and applications in line with IT industry standards as appropriate for the role. Demonstrates customer service abilities Routine administrative skills Good interpersonal skills, basic literacy, and numeracy skills to support customers in language. Demonstrates awareness of health and safety at work. We would expect extended understanding of PC usage Strong communication skills with a proactive approach to solutions At least 18 months experience of working at a service desk / call centre Customer Service experience is essential at this level. Ability to perform ticket analysis and report on trends Ability to handle excel, ppt at a basic level Ability to work independently and meet deadlines Demonstrate project management skills in account-related projects Ability to adapt quickly to dynamic team environments to maintain consistent, effective contribution. Open to work in a 24/7 work environment Additional InformationInterview Process: Once profile shortlisted, an interview will be conducted How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4763962