Hybrid IT Service Desk Analyst – Birmingham

Jobtrain; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

Citizens Advice is seeking a Service Desk Analyst based in the Birmingham office. The role requires being onsite at least two days a week to provide initial triage, troubleshooting, and resolution of IT issues, while delivering high-quality customer service.

You will maintain incident records, escalate complex problems when needed, and contribute to knowledge management and continual service improvement to keep IT services reliable and accessible for staff and volunteers.

Qualifications

• Customer Service Skills – Demonstrates a strong customer-focused approach, with the ability to remain professional, patient and helpful when supporting users with different levels of technical knowledge.

Responsibilities

• Act as the first point of contact for users experiencing technology issues or requests, providing effective triage, troubleshooting, and resolution to ensure minimal disruption to business operations.
• Maintain accurate records of incidents and requests, escalate complex issues where necessary, and contribute to knowledge management and continual service improvement.
• Support colleagues with timely, user-focused solutions to ensure IT services remain reliable and accessible.

Skills

Customer Service Skills

Problem-Solving Skills

Organisation and Prioritisation

Job description

Citizens Advice is seeking a Service Desk Analyst based in the Birmingham office. The role requires being onsite at least two days a week to provide initial triage, troubleshooting, and resolution of IT issues, while delivering high-quality customer service.

You will maintain incident records, escalate complex problems when needed, and contribute to knowledge management and continual service improvement to keep IT services reliable and accessible for staff and volunteers.