We are actively building diverse teams and welcome applications from everyone.
Role: 1st line Service Desk analyst (24x7)
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £26,926 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
A core responsibility of the desk is the management of major incidents and Priority 1 (P1) issues. This demands a high level of attention to detail, strong communication skills, and a consistently professional approach under pressure.
Shift Pattern:
- The desk operates on a continental shift pattern: Four days on, four days off.
- Alternating between day and night shifts. Each shift is 12 hours in duration.
This structure ensures 24/7 coverage and continuity of service for all supported customers.
- Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
- Engage positively with internal departments, third parties and vendors.
- Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
- Schedule Incidents, requests with the end customer.
- Ensure any relevant issues are updated comprehensibly in the toolset.
- Engagement with ITIL support teams.
- Resolve customer technical issues by providing 1st and 2nd line support.
- Remote installation and configuration of client devices and associated software.
- Experience of delivering great customer service as well as possessing good written and oral communication skills.
- Possess a basic knowledge of modern IT technologies to include networking and servers.
- Demonstratable problem-solving skills.
- Knowledge of IT operating systems.
- Able to manage time and workload effectively.
- Strong attention to detail, and able to adapt to business requirements as needed.
- Understanding of ITIL processes.
- A willingness to learn, develop and grow.
About You
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
1st line Service Desk analyst (24x7) in Birmingham employer: SCC
SCC is an exceptional employer, offering a dynamic work environment in London with a hybrid working model that promotes work-life balance. Employees benefit from a competitive salary package, extensive career development opportunities, and a strong commitment to diversity and inclusion, making it a rewarding place to grow your career in the IT sector.
