IT Service Desk Analyst

James Adams is currently looking for an experienced IT Service Desk Analyst to work in the heart of Birmingham. This is a permanent role with an excellent opportunity to work non-social for bonus pay for those extra earners (optional!).

About the Role:
My client Birmingham-based IT Service Desk seeks a talented Analyst to provide exceptional technical support to their global business. As the first point of contact for all phone and web portal inquiries within our ITSM system, you'll play a vital role in ensuring a seamless user experience.

Responsibilities:
Deliver exceptional customer service, prioritizing user satisfaction and exceeding expectations.
Troubleshoot technical issues and provide resolutions via phone and web portal.
Champion self-service solutions, empowering users to independently resolve common problems.
Maintain a clear, professional, and courteous phone manner during all interactions.
Analyze and solve technical problems effectively, demonstrating strong analytical and problem-solving skills.
Remain calm and professional under pressure, fostering a positive customer experience.

Qualifications:
Minimum of 1 year experience in a service desk or similar role.
Experience working in a 1st line role on Microsoft stack.
Enthusiasm for technology and a strong desire to learn.
Excellent customer service skills with a service-driven mindset.
Clear and professional telephone manner.
Strong analytical and problem-solving skills.
Patience and the ability to remain calm under pressure.

Benefits:
Collaborative and supportive work environment.
Opportunity to directly contribute to customer satisfaction.
Continuous learning and development in a fast-paced environment.
Competitive salary and benefits package.
Work in a modern office located in Birmingham.