24/7 IT Service Desk Analyst — Critical National Security Tech

Counter Terrorism Policing; Birmingham; On-site; GBP 42,000; Full time

Job summary

A national security agency in Birmingham is looking for a dedicated Service Desk Analyst to provide first line IT support. You will work on a 24/7 shift rota handling customer inquiries and support requests. The ideal candidate should possess strong communication skills and ITIL knowledge. This role includes extensive responsibilities such as incident management using ITSM tools and maintaining high levels of customer satisfaction. A competitive salary along with shift allowances is offered.

Qualifications

• Proven experience providing IT support in a customer service environment.
• Ability to work night and day shifts in a 24/7 rotation.
• Knowledge of incident logging and categorization.

Responsibilities

• Communicate with customers and third parties via various channels.
• Log and manage incidents using an ITSM tool.
• Handle customer enquiries and escalate issues appropriately.
• Ensure high standards in customer service and task ownership.

Skills

Effective communication

ITIL knowledge

Customer service skills

Problem-solving

Tools

ITSM tool

Job description

A national security agency in Birmingham is looking for a dedicated Service Desk Analyst to provide first line IT support. You will work on a 24/7 shift rota handling customer inquiries and support requests. The ideal candidate should possess strong communication skills and ITIL knowledge. This role includes extensive responsibilities such as incident management using ITSM tools and maintaining high levels of customer satisfaction. A competitive salary along with shift allowances is offered.