Hybrid IT Service Desk Analyst - Impact & Support

Citizens Advice; Birmingham; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Citizens Advice in Birmingham is seeking an IT Service Desk Analyst to join our team. The role requires being onsite in the Birmingham office for at least two days a week and supporting colleagues with timely, user-focused IT solutions.

You will act as the first point of contact for users, perform triage and troubleshooting, document incidents, and escalate when necessary to ensure minimal business disruption while contributing to knowledge management and continual service improvement.

Qualifications

• Customer-focused approach to supporting users with varying technical knowledge.
• Investigate issues logically and determine appropriate solutions, escalating when needed.
• Manage multiple requests, prioritise by urgency/impact, and update users on progress.

Responsibilities

• Act as the first point of contact for users with technology issues.
• Provide effective triage, troubleshooting, and resolution to minimise disruption.
• Maintain accurate incident and request records and contribute to knowledge management.
• Escalate complex issues and support continual service improvement.
• Ensure IT services are reliable and aligned to organisational needs.

Skills

Customer service

Problem-solving

Organisation & prioritisation

Job description

Citizens Advice in Birmingham is seeking an IT Service Desk Analyst to join our team. The role requires being onsite in the Birmingham office for at least two days a week and supporting colleagues with timely, user-focused IT solutions.

You will act as the first point of contact for users, perform triage and troubleshooting, document incidents, and escalate when necessary to ensure minimal business disruption while contributing to knowledge management and continual service improvement.