Job Description
Service Desk Analyst
* 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.
Day-to-day of the role:
* 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.
Required Skills & Qualifications:
* 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.
Benefits:
* 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.