IT Service Desk Analyst

Tamfol; Halesowen; Hybrid; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Company pension

Cycle to work scheme

Free parking

On-site parking

Private medical insurance

Sick pay

Job summary

EBC Group in Halesowen is seeking a 1st Line Service Desk Analyst to join our growing IT support team. You will be the first point of contact for customers, log incidents, and diagnose a range of faults while delivering professional service.

The ideal candidate is Tech‑minded, a clear communicator via phone and email, with a methodical approach to troubleshooting and a team player attitude. Knowledge of Windows Server, Active Directory and Office 365 is advantageous.

Qualifications

• Knowledge of / interest in technology.
• Be a clear communicator via email and telephone.
• A methodical approach to troubleshooting issues.
• Be a team player.

Responsibilities

• Providing telephony support to customer base.
• Logging incidents via ITSM System.
• Prioritising & Categorising tickets based on impact and urgency.
• Concentrate on first time fix resolutions prior to escalation within agreed timescales.
• Providing professional customer service.
• Contributing to continual service improvement.

Skills

Tech enthusiasm

Clear communicator

Troubleshooting

Team player

Tools

Windows Server

Active Directory

Office 365

Remote Desktop

Windows OS

Job description

Job Type:Permanent | Full Time | part time

Due to ongoing business growth, an exciting opportunity has arisen for a service desk analyst to join an industry-leading integrated technology provider based in Halesowen, Birmingham.

This person will join an existing technical services team delivering tailored, bespoke &sometimes complex solutions into clients.

EBC Group has a wealth of experience in providing managed IT services to businesses across the UK. At the forefront of business innovation, the EBC Group services encompass a comprehensive range of managed services including Infrastructure as a Service, unified communications, backup and disaster recovery, managed print solutions and many more.

THE ROLE

EBC are currently recruiting for a 1st Line Service Desk Analyst to join an exciting and growing Managed Service Provider support team. You will be responsible for ensuring that all customer calls are answered promptly, provide excellent customer service, and diagnose a range of technical faults for a wide variety of clients.

The ideal candidate for this role is somebody that enjoys learning and has a passion for technology. Somebody that thrives to deliver excellent customer service and be part of a great team. You will be the first point of contact for our customers and therefore must be a clear and confident communicator.

The ideal candidate is required to have:-

• A knowledge of / interest in technology
• Be confident communicator via email and telephone
• A methodical approach to troubleshooting issues
• Be a team player

Experience/knowledge of following systems would be advantageous:

• Windows Server
• Active Directory
• Office 365 Mail
• Remote Desktop Technologies
• Windows Operating Systems

Key Responsibilities

• Providing telephony support to customer base.
• Logging incidents via EBC Group’s ITSM System.
• Prioritising & Categorising tickets based on impact and urgency.
• Concentrate on first time fix resolutions prior to escalation within agreed timescales.
• Providing professional customer service.
• Contributing to EBCs continual service improvement plan.
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Private medical insurance
• Sick pay

Ability to commute/relocate:

• Halesowen B63 1ED: reliably commute or plan to relocate before starting work (required)