IT Service Desk Analyst

Service Desk Analyst
Location: Birmingham (Hybrid - 3 days in the office)
Hours: Full-time, Monday to Friday (37.5 hours per week)

Are you passionate about IT support and providing excellent customer service? We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing IT Services & Security team. This is an exciting opportunity to be part of a newly formed function, supporting users and maintaining strong relationships with third-party providers.

What you’ll be doing:

• Act as the first point of contact for all IT-related queries.
• Diagnose, categorise, and prioritise incidents and service requests.
• Ensure timely communication and resolutions to support requests.
• Collaborate with internal teams and external support providers.
• Contribute to asset management, account administration, and user onboarding/offboarding.
• Monitor Service Level Agreements (SLAs) and gather user feedback to improve service delivery.
• Maintain accurate documentation and reporting.

What we’re looking for:

• Experience in a customer-focused role.
• Entry-level IT qualification or equivalent hands-on experience.
• Confident communicator with the ability to translate technical terms for a variety of audiences.
• Strong organisational and troubleshooting skills.
• A passion for IT and continuous improvement.
• Familiarity with Service Desk operations and terminology.

You’ll thrive in this role if you:

• Enjoy solving problems and delivering first-time resolutions.
• Are approachable, empathetic, and a great listener.
• Can manage multiple tasks and prioritise effectively.
• Are self-motivated and flexible to meet business needs.

Join a forward-thinking team where your voice will be heard and your contributions truly valued. Apply today to be part of something exciting! To £32,000 + benefits.