Recruitment
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!