Service Desk Analyst 

• Hourly Rate: £29.55 PAYE or £38.47 Umbrella
• Location: Birmingham, UK (Fully onsite)
• Job Type: Contract (6 months with potential for extension)
• Work 12-hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours.
• Must be eligible for SC Police vetting

We are seeking an IT Support Technician to provide first-line support for our client's network of services. This role involves working as part of the Customer Service Centre (CSC), operating on a 24/7 shift rota. The successful candidate will handle correspondence via email, telephone, and video conference, ensuring all requests are logged, categorised, prioritised, and escalated appropriately.

Day-to-day of the role:

• Communicate effectively with customers and third parties via telephone, email, and video conference daily.
• Log all incidents, service requests, problems, changes, and knowledge within an ITSM tool, categorising and prioritising them as appropriate.
• Handle enquiries, complaints, and escalations from customers and other stakeholders.
• Analyse complex issues and follow established processes and procedures.
• Assign priorities based on ITIL best practice (Impact/Urgency) and determine if a First Line Fix is achievable before escalating to second-line support or third parties.
• Provide an exceptional level of customer service.
• Communicate with colleagues to assist in identifying errors, troubleshooting, and establishing lessons learned.
• Take ownership and responsibility for daily checks/tasks, ensuring they are accounted for and completed to a high standard.
• Provide Service Announcements that are factual and timely as appropriate.

Required Skills & Qualifications:

• Experience in a Customer Service Role, preferably in a technically diverse environment.
• Excellent telephone manner and a high standard of written English.
• Punctual and reliable.
• ITIL Foundation Certification (desirable).
• Operational knowledge and experience of working with call management systems.
• Experience with a service management framework (ITIL beneficial).
• Intermediate working knowledge of Microsoft Office Applications, Microsoft Operations Systems, and Microsoft Active Directory.
• Basic working knowledge of Cisco VoIP and Video Conferencing systems.

To apply for this Service Desk Analyst position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.