Do you want to join a team of outstanding and dedicated individuals within one the most dynamic and forward-thinking companies in the security and lone worker industry?

If your skills, ambition, and ethos match our values below – call us.

Role

A 1st Line Service Desk Analyst acts as the Single Point of Contact (SPOC) for all Incidents, Service Requests, and Events relating to electronic security systems. Operating within Service Desk framework, the role ensures issues are logged, prioritised, resolved, or escalated in line with agreed Service Level Agreements (SLAs).

About Us

Reliance High-Tech is the UK’s largest independent integrator of security solutions. It is trusted by leading brands and organisations to protect their people, assets and reputations through innovative technology and specialist expertise.

Unique in the industry, Reliance High-Tech combines the capability and footprint of a large organisation, with the agility and customer focus of an independent business.

The team at Reliance High-Tech draw on their considerable IT expertise and sector experience to serve organisations across a wide range of industry sectors that require advanced, bespoke security solutions and the highest-level security clearances.

For more information about our business, visit www.reliancehightech.co.uk

Your Responsibilities

• Act as the Single Point of Contact (SPOC) for electronic security service issues
• Log, categorise, and prioritise Incidents, Service Requests, and Events
• Provide first-line Incident diagnosis and resolution
• Escalate unresolved Incidents in line with Service Desk escalation procedures
• Support CCTV, access control, intruder alarm, and intercom systems
• Ensure SLA compliance and accurate ticket updates
• Adhere to security, compliance, and confidentiality requirements
• Provide remote support for on site engineers
• Contribute to Knowledge Management and Continual Service Improvement
• Participate in team meetings and actively contribute towards the business’ activities
• Strive to maximize personal development and performance and take active part in performance reviews and personal development plans
• Maintain up to date technical knowledge through internal and external training provision.
• Operate according to the requirements of business-specific applications and processes and the broad application environments (e.g. order submission, stock control, timesheet submission, job closing, etc.)

Your Competencies

• Experience in a Service Desk or Helpdesk environment
• Working knowledge of ITIL Incident Management and Request Fulfilment
• Excellent communication and customer service skills
• Basic technical knowledge of electronic security systems
• Understanding of windows opperating systems
• Technical knowledge of TCP/IP and remote connectio tools
• Strong attention to detail and process adherence
• Ability to prioritise workload and work to SLAs
• Professional, reliable, and security-conscious

Your Profile

Personal Qualities

Essential

• Permit to Work
• Ability to complete full personal security screening
• Ability to complete SC level clearance
• Working as part of a team

Desirable

• Good written and spoken English
• Commercially aware

Competencies for Success

• First Contact Resolution (FCR)
• SLA compliance for response and resolution
• Accuracy of incident logging and categorisation
• Customer Satisfaction (CSAT) scores
• Call quality and procedure adherence
• Escalation timeliness for priority incidents
• Inquisitive – Have a desire to learn/research, and develop personally and professionally

Contact Us

Contact us To express an interest in this role please send your CV and a covering letter to Careers@Reliancehightech.co.uk. This must include your home location. All job candidates will be screened to BS7858 standards to meet Reliance High-Tech’s / Reliance Protects vetting standards.

Thank you for your interest in joining our team. If you have not heard from us within two weeks of submitting your application, unfortunately, it means your application has not been successful at this time. We will, however, keep your details on file, and if your skills and experience align with future opportunities, we may contact you directly.