Hybrid IT Service Desk Technician

Birmingham City University; Birmingham; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Shift allowance 5%

Hybrid working

Job summary

Birmingham City University is seeking a Service Desk Technician to join the IT Customer Services team. You will be the first point of contact for students and staff, handling incidents and service requests with strong customer service and diagnostic skills.

The role emphasizes first-line fixes, escalating to wider technical teams when needed, and contributing to secure, reliable IT services across campus.

Qualifications

• Educated to A level or equivalent standard.
• Holds or is working towards ITIL Foundation in IT Service Management.
• Familiar with IT Service Management principles and IT hardware/software environments, especially Windows and macOS.

Responsibilities

• Provide high-quality customer service via the central Service Desk by phone, email or chat.
• Capture and record incidents and service requests accurately in the ITSM system.

Skills

Customer service

Incident management

First line support

ITSM familiarity

Education

A level or equivalent

ITIL Foundation

Tools

Microsoft Office

Job description

Birmingham City University is seeking a Service Desk Technician to join the IT Customer Services team. You will be the first point of contact for students and staff, handling incidents and service requests with strong customer service and diagnostic skills.

The role emphasizes first-line fixes, escalating to wider technical teams when needed, and contributing to secure, reliable IT services across campus.