Frontline IT Service Desk Specialist - Client-Facing

Objectway; Birmingham; On-site; GBP 26,000 - 36,000; Full time

Job summary

Objectway is expanding its client service desk team in Birmingham (or London) and seeks a First Line Client Service Desk Specialist. The role focuses on incident/resquest management, proactive communication, and resolution coordination in a fast-paced, professional setting.

The successful candidate will have a IT degree, at least 1 year of client-facing service desk experience, strong English communication skills, and familiarity with ITSM tools such as Jira or ServiceNow.

Qualifications

• Degree in IT or equivalent IT-related qualification.
• 1 year of experience in a client-facing, fast-paced service desk role.
• Proficiency with Microsoft-based platforms and products; knowledge of SQL servers and hosting SaaS is a plus.
• Knowledge of Citrix, VMware and Remote Access software.
• Experience with monitoring and alerting systems.
• Experience using ITSM tools such as Jira or ServiceNow.
• Excellent verbal and written English communication skills.
• Basic understanding of ITIL principles (Incident, Problem, Change).

Responsibilities

• Managing incidents, service requests and changes to meet customer SLAs.
• Communicating with customers throughout fault lifecycles.
• Coordinating with users, resolution teams and third parties.
• Performing Level 1 incident actions and logging all incidents/requests with quality information.
• Escalating issues when necessary and monitoring progress until resolution.
• Ensuring timely closure of incidents/requests with customer agreement.
• Monitoring sources for new incidents and service requests.

Skills

Customer service

IT support

English communication

Incident management

Troubleshooting

Team collaboration

Education

Degree in IT

Tools

Jira

ServiceNow

Microsoft Office

SQL Server

Citrix

VMware

Remote Access Tools

Job description

Objectway is expanding its client service desk team in Birmingham (or London) and seeks a First Line Client Service Desk Specialist. The role focuses on incident/resquest management, proactive communication, and resolution coordination in a fast-paced, professional setting.

The successful candidate will have a IT degree, at least 1 year of client-facing service desk experience, strong English communication skills, and familiarity with ITSM tools such as Jira or ServiceNow.