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
What's 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.
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IT Service Desk Analyst in Oldbury employer: Pimlico Banks Recruitment
Join a dynamic and established organisation in Birmingham as an Infrastructure & Network Engineer, where you will be part of a highly skilled IT Infrastructure team. The company fosters a collaborative work culture that prioritises employee growth through hands-on experience with cutting-edge technologies, offering opportunities for professional development and advancement. With a focus on networking and Linux server environments, this role provides a unique chance to work on diverse projects while enjoying the benefits of a supportive workplace that values innovation and teamwork.
