Hybrid IT Service Desk Analyst | Troubleshooting & Support

THE NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX

Birmingham

Hybrid

GBP 29,000 - 35,000

Full time

3 days ago

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Job summary

The National Association of Citizens Advice Bureaux is seeking a Service Desk Analyst to join our Technology team in the Birmingham office. The role requires you to be onsite at least two days a week and to act as the first point of contact for users experiencing IT issues, delivering prompt triage and resolution.

You will maintain incident records, support knowledge management and contribute to continual service improvement, with a strong focus on customer service, problem solving and

Qualifications

Customer Service – Demonstrates a strong customer-focused approach, professional, patient and helpful when supporting users with varying technical knowledge.
Problem-Solving – Gathers information, investigates issues logically and identifies solutions; escalates when needed.
Organisation & Prioritisation – Manages multiple requests, prioritises by urgency/impact and keeps users updated.

Responsibilities

Be the first point of contact for users with technology issues or requests.
Provide effective triage, troubleshooting and resolution to minimise disruption to business operations.
Maintain accurate incident records and contribute to knowledge management and continual service improvement.
Escalate complex issues and support colleagues with timely, user-focused solutions.

Skills

Customer service

Problem solving

Organisation & prioritisation

Job description

You will maintain incident records, support knowledge management and contribute to continual service improvement, with a strong focus on customer service, problem solving and

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