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- Tasks: Log customer incidents, diagnose issues, and ensure timely resolutions.
- Company: Join a diverse and inclusive team at Flooid Ltd.
- Benefits: Flexible working, generous holiday allowance, and professional development opportunities.
- Why this job: Make a real difference by helping customers solve their tech problems.
- Qualifications: IT-related qualification and strong communication skills required.
- Other info: Enjoy perks like discounts, health support, and a cycle to work scheme.
The predicted salary is between 24000 - 36000 £ per year.
Responsibilities:
- Logging all customer incidents and/or service requests.
- Logging all fault information from the customer onto the incident management system.
- Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.
- Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.
- Understanding the impact of the incident or service request in line with the customer’s business and systems.
- Monitoring all incidents and following-up with resolving groups ensuring SLA’s are adhered to.
- Updating customers on the status of their incident.
- Resolving and closing cases ensuring ownership through to a satisfactory conclusion.
- Performing call-backs to customers to confirm call closure.
- Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems.
- Logging calls with 3rd parties and liaising with them to ensure resolution.
We want our people to embrace opportunities and to grow with our business. Although this is a general summary of the principal responsibilities of the role and the level of knowledge and skill typically required, you may get involved in other activities and you should therefore not consider this to be an exhaustive list.
Excellent oral and written communication skills with the ability to communicate effectively at all levels.
Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
Ability to manage own workload, with good planning and organisation skills.
Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly.
Uses own initiative. Logical problem-solving skills. Able to determine when it is appropriate to invoke escalation processes. Methodical and analytical approach to incident and problem solving.
A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.
We’d like it if you could bring:
- Experience working in an IT-related environment, preferably on a technical Service Desk.
- ITIL v.3 Foundation certificate, or experience of ITIL methodology.
Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an ageing parent or attending important events.
Holidays – We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner.
Company sick pay – We offer peace of mind when you are ill with an enhanced Company Sick Pay policy.
Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave.
Electric Car salary sacrifice scheme – An easy to manage and affordable way of leasing a zero-emission electric vehicle.
Online learning platform – We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme.
Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations.
Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role.
Charity giving – Support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay.
Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work.
Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team.
Interviews will take place in January 2026. If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a role’s requirements, while others will only apply if they hit 100% – we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role you are applying for and the company overall.
Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.
Service Desk Advisor in Birmingham employer: Flooid Limited
Contact Detail:
Flooid Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Advisor in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Flooid Ltd. and understand their values, culture, and the specifics of the Service Desk Advisor role. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent oral and written communication, consider doing mock interviews with friends or using online platforms. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've successfully diagnosed and resolved issues in previous roles. This will demonstrate your logical approach and ability to handle incidents effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Service Desk Advisor in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills match the responsibilities listed in the job description. We want to see how you can log incidents, diagnose issues, and communicate effectively with customers.
Show Off Your Communication Skills: Since excellent communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express their thoughts well, so don’t hold back on showcasing your written skills!
Highlight Relevant Experience: If you've worked in an IT-related environment or have experience with Service Desks, make sure to mention it! We’re looking for those first-time fix experiences and any ITIL knowledge you might have.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Flooid Limited
✨Know Your Stuff
Make sure you understand the key responsibilities of a Service Desk Advisor. Familiarise yourself with incident management systems and ITIL methodology, as these will likely come up in your interview. Brush up on common technical issues and first-time fixes to demonstrate your problem-solving skills.
✨Practice Your Communication Skills
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and concisely. Consider role-playing with a friend or family member to simulate customer interactions. This will help you feel more confident when discussing how you would handle various customer scenarios.
✨Show Your Organisational Skills
Be prepared to discuss how you manage your workload and prioritise tasks. Think of examples where you've successfully balanced urgent and important tasks, and be ready to explain your thought process. This will show that you can handle the demands of the role effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. This could be about the team dynamics, the tools they use, or how they measure success in the role. It shows your genuine interest in the position and helps you assess if it's the right fit for you.
