Frontline IT Service Desk Specialist (Global Fintech)

Objectway; Birmingham; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Permanent employment

Job summary

Objectway in Birmingham (with London options) is seeking a First Line Client Service Desk Specialist to join its international team. You will manage incidents, service requests and changes, communicate with customers throughout the incident lifecycle, and ensure timely updates and resolution in line with agreed SLAs.

The role requires a IT degree, at least one year in a client‑facing service desk, strong English, and hands‑on experience with Microsoft tools, ITSM platforms (Jira/ServiceNow), and

Qualifications

• Degree in IT.
• Minimum of 1 year’s experience in a client facing fast paced Service Desk support role.
• Proficiency using Microsoft based platform and suite of products.
• Knowledge of SQL servers, hosting platforms i.e SaaS is an advantage.
• Knowledge of Citrix, VMware, Remote Access Software.
• Experience using monitoring and alerting systems.
• Experience using Service Desk IT Service Management tools i.e Jira, Service Now or similar.
• Excellent verbal and written communication skills in English.
• Basic Understanding of ITIL principles i.e Incident, Problem Change etc.

Responsibilities

• Managing incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels.
• Effectively communicating with the customer during the lifecycle of a fault/ incident.
• Communicating both proactively and reactively with all users, resolving teams and 3rd parties.
• Performing the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver groups.
• Carrying out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitoring their progress ensuring feedback to the customer.
• Closing all Incidents and Requests with agreement from the customer.

Skills

Communication skills

Customer service

Team player

English language

Education

Degree in IT

Tools

Jira

ServiceNow

Citrix

VMware

SQL Server

Remote Access Software

Monitoring/Alerting systems

Job description

Objectway in Birmingham (with London options) is seeking a First Line Client Service Desk Specialist to join its international team. You will manage incidents, service requests and changes, communicate with customers throughout the incident lifecycle, and ensure timely updates and resolution in line with agreed SLAs.

The role requires a IT degree, at least one year in a client‑facing service desk, strong English, and hands‑on experience with Microsoft tools, ITSM platforms (Jira/ServiceNow), and