Join a leading independent technology and services provider as a First Line Analyst.Job Overview:We are seeking First Line Analysts to join the Service Desk team supporting First Group. This role involves handling incoming calls and emails, logging incidents, and providing first-contact resolution where possible. Analysts will work in a hybrid model after training, with 2 days onsite and 3 days remote.Location: Nottingham NG8 6ATRate: Rate: An hourly rate, in-scope IR35, of £12.60 (PAYE) OR £16.35 per hour (via a Hays Approved Umbrella Company).Length: 09 Feb 2026 to 15 Jun 2026Work Schedule: 7am until 7pm on a 7.5 hour rolling shift basis as outlined belowMonday to Friday:07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00Saturday and Sunday:07:00 - 15:3010:30 - 19:00Note:If you are rota''d to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.Once fully trained and operational you will be working 2 days from the Nottingham office and 3 days at home.Key Responsibilities:Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident. We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.Following knowledge processes for onwards assignment. Updating existing knowledge where processes have changed and creating new knowledge articles to ..... full job details .....