First Line Service Desk Analyst

SCC Flex (Flexible Resourcing); Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company is seeking a proactive First Line Service Desk Analyst for a 12-month contract in Birmingham. The role involves delivering exceptional IT support, logging incidents, and working on a rotating 24/7 schedule. Candidates should possess the ITIL Foundation certification and relevant customer service experience, along with active police clearance.

Qualifications

• Experience in a customer service role (technical environment preferred).
• Active DV & Police Clearance required.
• Excellent telephone manner and written communication skills.

Responsibilities

• Provide first-line IT support via phone, email, and video conference.
• Log and manage incidents, service requests, and changes using an ITSM tool.
• Prioritise and escalate issues following ITIL best practices.

Skills

Customer service

Problem-solving

Attention to detail

Communication

Education

ITIL Foundation Certification

Tools

ITSM/call management systems

Microsoft Office

Windows OS

Active Directory

Cisco VoIP

Video conferencing tools

Job description

First Line Service Desk Analyst - 12 months Contract - £250/day via Umbrella – Birmingham (Onsite) - SCC FLEX CONTRACT - Active DV & NPPV3 Clearance

We’re looking for a proactive and customer focused First Line IT Support Analyst (DV & NPPV3) to join a dedicated Customer Service team. This role involves day and night shifts.

Your responsibilities as a First Line Service Desk Analyst:
• Provide first-line IT support via phone, email, and video conference
• Log and manage incidents, service requests, and changes using an ITSM tool
• Prioritise and escalate issues following ITIL best practices
• Deliver exceptional customer service and clear communication
• Perform daily system checks and issue timely service announcements
• Work 12-hour shifts on a rotating 24/7/365 schedule (day and night shifts)

As a suitable First Line Service Desk Analyst, you will have:
• Experience in a customer service role (technical environment preferred).
• Active DV & Police Clearance.
• Excellent telephone manner and written communication skills.
• Strong problem-solving skills and attention to detail.
• ITIL Foundation Certification.
• Experience with ITSM/call management systems.
• Working knowledge of Microsoft Office, Windows OS, Active Directory.
• Familiarity with Cisco VoIP and video conferencing tools.

If you're a results-driven Service Desk Analyst with a passion for delivering high-quality IT support, we want to hear from you. Immediate start. References required.

NOTE: At SCC, we take the privacy and security of your information very seriously, any information we hold will be by current data protection legislation. Upon submitting your application SCC will process your information in line with our privacy policy which can be found on our website under the Legal section -> Privacy Notice -> Flexible Resourcing