1st line Service Desk analyst (24x7)

SCC; Birmingham; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Volunteering days

Flexible benefits

Hybrid working

Career development

Job summary

SCC is recruiting for a 1st line Service Desk analyst to join our Birmingham-based team on a permanent, hybrid basis. The role supports a diverse customer base with 24/7 coverage, including day and night shifts, and involves handling incidents, password resets, and basic IT support.

You will work with ITIL-aligned processes, delivering excellent customer service while collaborating with internal teams and vendors. This is a pathway to grow within Europe’s largest privately-owned IT company.

Qualifications

• Strong customer service experience with good communication.
• Basic knowledge of IT technologies, networking and servers.
• Proven problem-solving ability and attention to detail.
• Understanding of ITIL processes and willingness to learn.

Responsibilities

• Provide high levels of customer service via email, portal and phone.
• Engage with internal departments, third parties and vendors.
• Uphold SLA for incidents and requests, escalate as needed.
• Schedule incidents and requests with customers.
• Update relevant issues in the toolset.
• Coordinate with ITIL support teams.
• Resolve issues with 1st/2nd line support; remote install/config.

Skills

Customer service

Written & oral English

Networking basics

IT operating systems

Problem solving

Time management

Attention to detail

ITIL awareness

Willingness to learn

Job description

About The Role

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

Hours

Shift Pattern: Four days on, four days off. Alternating between day and night shifts. Each shift is 12 hours in duration.

Interview Process: 1-stage process (face-to-face interview)

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

Role purpose

The Secure Service Desk provides critical support across a diverse customer base, delivering services that range from general customer assistance and password resets to proactive alert monitoring and collaboration with Field Services teams.

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.

Security clearance or willingness to apply will be required for this role.

Key responsibilities

• 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.

Skills and experience

• 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 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.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC

https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC

https://www.scc.com/sustainability-at-scc/

Life at SCC

https://www.linkedin.com/company/scc/life