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:
1. Communicate effectively with customers and third parties via telephone, email, and video conference.
2. Log all Incidents, Service Requests, Problems, Changes, and Knowledge within an ITSM tool, categorising and prioritising them appropriately.
3. Handle enquiries, complaints, and escalations from customers and other stakeholders.
4. Analyse complex issues and follow established processes and procedures.
5. 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.
6. Provide an exceptional level of customer service.
7. Communicate with colleagues to assist in identifying errors, troubleshooting, and establishing lessons learned.
8. Take ownership and responsibility of daily checks/tasks, ensuring they are a...