Service Desk Analyst - Birmingham

Service Desk Analyst
Birmingham – Onsite!
Initial contract – 12 months

We are working with a client, looking to find an SC or DV-cleared Service Desk Analyst to work on-site in Birmingham!

Experience in 1st line support, and dealing with IT tickets is key! Cisco VoIP, Microsoft Office Suite, and Microsoft Active Directory are all good to have and while ITIL qualifications are not needed, they are beneficial!

Your Role:

1. Provide primary interface with customers via telephone, email, face-to-face and video conferencing
2. Logging of all Incidents, Service Requests, Problems, Changes and Knowledge in the ITSM tool to ensure that issues are appropriately identified and tracked through to resolution
3. Analyse issues using 1st line knowledge, processes and procedures
4. Prioritize issues based on ITIL best practice (Impact / Urgency) and determine if a 1st Line fix is achievable before escalating to 2nd Line Support or Third Parties
5. Provide a high level of customer service at all times
6. Take ownership and responsibility of daily checks/tasks, ensuring that they are accounted for and completed to a high standard
7. Provide Service Announcements that are factual and timely as appropriate

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