Level 1 Service Desk Analyst -Amazon Connect & Telephony

Company : Confidential

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).

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Level 1 Service Desk Analyst -Amazon Connect & Telephony

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

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