Service Desk Analysts

• Contract Duration: 12 months
• Location: Birmingham Customer Service Centre
• Job Type: Full-time, 24/7 shift rota
• Rate: £100-140 per day INSIDE IR35.

We are seeking a Service Desk Analyst to provide first-line IT support as part of our Customer Service Centre. This role involves supporting a network of services across the UK. The successful candidate will handle a variety of tasks including logging requests, categorising, prioritising, and escalating them as necessary.

• Communicate effectively with customers and third parties via telephone, email, and video conference.
• Log all Incidents, Service Requests, Problems, Changes, and Knowledge within an ITSM tool, categorising and prioritising them appropriately.
• 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 of daily checks/tasks, ensuring they are accounted for and completed to a high standard.
• Provide Service Announcements that are factual and timely as appropriate.

• Experience in a Customer Service Role, preferably in a technically diverse environment.
• Excellent telephone manner and standard of written English.
• Punctual and reliable.
• Desirable: ITIL Foundation Certification.
• 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.

• Competitive salary and benefits package.
• Opportunity to work in a critical support role within a dynamic environment.
• Comprehensive training and development opportunities.

To apply for this Service Desk Analyst position, please submit your CV.