Oakley Recruitment is working in partnership with an expanding organisation based in Coleshill. This is an excellent opportunity to join the team as an IT Service Desk Analyst on a full-time permanent basis Culture and Environment Our client's environment is a very welcoming and supportive team. They pride themselves on training and continuous support for new and existing employees. Personality You will be responsible for overseeing the daily operations of the Service Desk, ensuring exceptional customer service while addressing technical issues. The ideal candidate will have excellent interpersonal and communication skills with the ability to function well in a fast-paced environment while remaining detail oriented and maintaining quality. Reward Monday to Friday, 9.00am 5:30 pm, 1hr Lunch break 25 days holiday plus bank holidays Bonus scheme Dental and Optical care Healthcare cash plan Free parking Job Role: Utilising advanced technical skills to analyse and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting Providing first, second, and third support Providing application deployment using company approved software distribution mechanisms Retaining ownership of requests and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams Providing support for account administration in times of need Actively identifying, assessing, recording, resolving, or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner Providing incident and request management to end users on technology issues Answering queries by telephone, service desk tickets and walk in customers Skills and experience: Experience with Office 365 and ERP systems Bachelor's degree in information technology or associated discipline from an accredited college or university, or equivalent work experience Familiar with IT Service Desk processes and Service Level Agreements (SLAs). Computer literate in Microsoft Office Suite Excellent interpersonal and customer service skills Ability to perform standard mathematical calculations in both American and metric units Strong analytical and problem-solving skills Ability to work in a team-based environment and implement feedback Excellent organizational skills with a proven ability to meet deadlines Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.