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Level 1 Service Desk Analyst -Amazon Connect & Telephony

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Job Description - Level 1 Service Desk Analyst -Amazon Connect & Telephony

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).
Original job Level 1 Service Desk Analyst -Amazon Connect & Telephony posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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