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SC Cleared Service Desk Analyst, Birmingham
Client: Advanced Resource Managers
Location: Birmingham, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 2405c772e133
Job Views: 8
Posted: 14.07.2025
Expiry Date: 28.08.2025
Job Description:
Responsibilities:
* Communicate effectively with customers and third parties via telephone, email, and video conference on a daily basis.
* 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 stakeholders.
* Analyse complex issues and follow established processes and procedures.
* Assign priorities based on ITIL best practices (Impact/Urgency) and determine if a First Line Fix is achievable before escalation.
* Provide an exceptional level of customer service.
* Communicate with colleagues to assist in identifying errors, troubleshooting, and establishing lessons learned.
* Take ownership of daily checks/tasks, ensuring they are completed to a high standard.
* Provide timely and factual Service Announcements as appropriate.
* Work 12-hour shifts covering a 24/7 rota, including day and night shifts.
The candidate must have the following experience:
* Experience in a Customer Service Role (diverse technical environment beneficial).
* Excellent Telephone Manner.
* Excellent written English.
* Punctual and Reliable.
Desirable but not essential experience:
* ITIL Foundation Certification.
* Operational knowledge of call management systems.
* Experience with a service management framework (ITIL beneficial).
* Intermediate knowledge of Microsoft Office Applications.
* Intermediate knowledge of Microsoft Operating Systems.
* Intermediate knowledge of Microsoft Active Directory.
* Basic knowledge of Cisco VoIP and Video Conferencing systems.
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