IT Service Desk Analyst in Oldbury

Job Title: IT Service Desk Analyst Customer Service Focus

Job Type: Full-time – 6 Months Initially

Working Pattern: Hybrid 2 days office-based, 3 days from home

Start Date: ASAP

We are recruiting an IT Service Desk Analyst to join a friendly and supportive Service Desk team.

This role sits within a structured IT support environment but is primarily focused on service delivery and user experience.

Previous IT experience is not essential what matters is your ability to communicate clearly, manage multiple queries, and provide a professional and approachable service.

You will act as a key point of contact for users, supporting them with day-to-day IT issues, logging and managing cases through a ticketing system, and working closely with colleagues across the IT function.

Key Responsibilities

• Acting as a first point of contact for IT-related queries
• Logging, updating and managing cases in a ticketing system
• Working within agreed SLAs and service targets
• Taking ownership of issues through to resolution or escalation
• Maintaining accurate system records and documentation
• Supporting with IT stock and asset management
• Collaborating with teams across Infrastructure, Security and PMO

About You

• Experience in customer service, service desk, helpdesk or similar
• Confident dealing with users and stakeholders
• Strong communication skills, both written and verbal
• Comfortable working in a structured, process-driven environment
• Good attention to detail and organisation
• Positive, reliable and team-oriented
• Comfortable using IT systems and learning new tools

Technical (desirable, Not Essential)

• MacOS and iOS
• Microsoft and Google environments
• ITSM / ticketing systems
• Active Directory, MDM or endpoint tools

3>Whats On Offer

• Hybrid working (2 days office, 3 from home)
• Supportive and collaborative team environment
• Opportunity to build a career in IT without needing a technical background

If you’re looking for a service-focused role within an IT environment, we’d love to hear from you.

Apply today for immediate consideration.