Hybrid IT Service Desk Analyst — Birmingham

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

Job summary

Citizens Advice is seeking a Service Desk Analyst based in our Birmingham office, with onsite work required for at least two days a week. The role focuses on acting as the first point of contact for users, delivering triage, troubleshooting, and timely resolutions to minimise business disruption.

You will log incidents, escalate when needed, and contribute to knowledge management to improve service quality.

Qualifications

• Customer-focused service delivery with professional, patient support across varied technical levels.
• Logical information gathering to investigate issues and determine solutions, escalating when needed.
• Ability to manage multiple requests, prioritise by urgency/impact, and update users on progress.

Responsibilities

• Provide first-line triage, troubleshooting, and resolution for IT issues.
• Maintain accurate incident/request records and support knowledge management.
• Escalate complex issues to appropriate teams and contribute to continual service improvement.

Skills

Customer service

Problem solving

Organization & prioritisation

Job description

Citizens Advice is seeking a Service Desk Analyst based in our Birmingham office, with onsite work required for at least two days a week. The role focuses on acting as the first point of contact for users, delivering triage, troubleshooting, and timely resolutions to minimise business disruption.

You will log incidents, escalate when needed, and contribute to knowledge management to improve service quality.