Service Desk Analyst

Service Desk Analyst

Birmingham Full-Time 30000 - 42000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Provide first line IT support, logging and prioritising requests across a 24/7 rota.
  • Company: Join a dynamic team supporting essential services across the UK.
  • Benefits: Enjoy flexible shifts, competitive pay, and opportunities for professional growth.
  • Why this job: Be part of a vital service, enhancing your skills in a fast-paced environment.
  • Qualifications: Previous customer service experience and familiarity with ServiceNow are essential.
  • Other info: Must be flexible for emergency shifts; ITIL certification is a plus.

The predicted salary is between 30000 - 42000 £ per year.

This role is Inside IR35. Clearance: SC Contract Length: 6 months Location: Birmingham - Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours. Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off. Flexibility is required to cover shifts in case of emergencies or last-minute changes.

Overview: This role is providing first line IT support expertise to help support the network of services across the UK. The individual will work on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.

Must have:

  • Previous experience in a Service Desk or Customer Service role.
  • Experience with ServiceNow is essential.

Experience:

  • Worked in a Customer Service Role (technically diverse environment beneficial)
  • Excellent Telephone Manner
  • Excellent standard of written English
  • Punctual and Reliable

Skills:

  • Strong customer service skills, including a positive attitude and excellent telephone manner.
  • Ability to communicate effectively via telephone, email, and video conference.
  • Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool.
  • Ability to handle enquiries, complaints, and escalations professionally.
  • Analytical skills to follow established processes and procedures.
  • Ability to work independently after initial training.
  • ITIL certification is beneficial.
  • Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices.

Desirables:

  • ITIL Foundation Certification
  • Operational knowledge and experience of working with call management systems
  • Worked with a service management framework (ITIL beneficial)
  • Intermediate working knowledge of Microsoft Office Applications
  • Intermediate working knowledge of Microsoft Operations Systems
  • Intermediate working knowledge of Microsoft Active Directory
  • Basic working knowledge of Cisco VoIP and Video Conferencing systems

Service Desk Analyst employer: ComXps

As a Service Desk Analyst in Birmingham, you will join a dynamic team dedicated to providing exceptional IT support across the UK. Our company fosters a collaborative work culture that values flexibility and employee growth, offering comprehensive training and development opportunities. With a commitment to work-life balance through our unique shift patterns, we ensure that our employees thrive both professionally and personally in a supportive environment.
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Contact Detail:

ComXps Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Service Desk Analyst

✨Tip Number 1

Familiarise yourself with ServiceNow, as it's essential for this role. Consider taking a quick online course or tutorial to brush up on your skills and demonstrate your commitment to mastering the tool.

✨Tip Number 2

Highlight your customer service experience during any informal conversations or networking opportunities. Share specific examples of how you've handled difficult situations or escalations to showcase your problem-solving abilities.

✨Tip Number 3

Prepare for potential interview questions by practising your telephone manner. You might want to role-play common scenarios with a friend to ensure you sound confident and professional when communicating over the phone.

✨Tip Number 4

Since flexibility is key for this position, be ready to discuss your availability during interviews. Emphasise your willingness to adapt to changing schedules and cover shifts when needed, which will show your dedication to the role.

We think you need these skills to ace Service Desk Analyst

Customer Service Skills
Excellent Telephone Manner
Written Communication Skills
Proficiency in ServiceNow
Incident Logging and Categorisation
Problem-Solving Skills
Ability to Handle Enquiries and Complaints
Analytical Skills
Ability to Work Independently
ITIL Certification
Basic Technical Knowledge
Familiarity with Microsoft Office Applications
Knowledge of ITIL Best Practices
Operational Knowledge of Call Management Systems
Intermediate Knowledge of Microsoft Operations Systems
Intermediate Knowledge of Microsoft Active Directory
Basic Knowledge of Cisco VoIP and Video Conferencing Systems

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights your previous experience in a Service Desk or Customer Service role. Emphasise your familiarity with ServiceNow and any relevant ITIL certifications, as these are essential for the position.

Craft a Strong Cover Letter: Write a cover letter that showcases your strong customer service skills and excellent telephone manner. Mention your ability to communicate effectively through various channels, as this is crucial for the role.

Highlight Relevant Skills: In your application, clearly outline your analytical skills and your ability to follow established processes. Include examples of how you've handled enquiries, complaints, and escalations professionally in past roles.

Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A strong standard of written English is required, so ensure your application reflects this.

How to prepare for a job interview at ComXps

✨Showcase Your Customer Service Skills

Since this role heavily relies on customer service, be prepared to discuss your previous experiences. Highlight specific situations where you successfully resolved issues or provided exceptional support, demonstrating your strong telephone manner and positive attitude.

✨Familiarise Yourself with ServiceNow

As experience with ServiceNow is essential, make sure you brush up on its functionalities before the interview. Be ready to explain how you've used it in past roles, including logging and categorising incidents, as this will show your technical competence.

✨Demonstrate Flexibility and Reliability

Given the shift work involved, it's crucial to convey your flexibility and reliability. Share examples of how you've adapted to changing schedules or handled emergencies in previous jobs, emphasising your punctuality and commitment.

✨Prepare for Technical Questions

Expect questions related to basic technical knowledge, especially around Microsoft Office Applications and ITIL best practices. Brush up on these areas and be ready to discuss how you've applied this knowledge in a practical setting.

Service Desk Analyst
ComXps
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  • Service Desk Analyst

    Birmingham
    Full-Time
    30000 - 42000 £ / year (est.)

    Application deadline: 2027-07-27

  • C

    ComXps

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