Hybrid 24/7 Service Desk Analyst

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

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.