IT Service Desk Specialist - SLA-Driven Support

Flooid; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A technology solutions provider in Birmingham is seeking a Customer Support Specialist. The candidate will log incidents, update customers, and ensure incidents are resolved in a timely manner. Key qualifications include communication skills and an understanding of ITIL methodology. The role offers flexible working options and various benefits including a pension scheme, holiday allowance, and professional subscriptions reimbursement.

Benefits

Flexible working options

Flexible holiday allowance

Salary sacrifice pension scheme

Enhanced company sick pay

Family support benefits

Electric car salary sacrifice scheme

Access to online learning platform

Wellbeing support plan

Discount platform access

Professional subscription reimbursement

Cycle to work scheme

Gifts for milestone years of service

Qualifications

• Experience working in an IT-related environment.
• Ability to escalate when appropriate.
• Methodical approach to incident and problem solving.

Responsibilities

• Logging all customer incidents and service requests.
• Monitoring all incidents and ensuring SLA's adherence.
• Updating customers on their incident status.

Skills

Excellent oral and written communication skills

Excellent social skills

Logical problem-solving skills

Ability to manage own workload

Methodical and analytical approach

Education

Level 3 qualification in IT-relevant discipline

Tools

ITIL v.3 Foundation certificate

Job description

A technology solutions provider in Birmingham is seeking a Customer Support Specialist. The candidate will log incidents, update customers, and ensure incidents are resolved in a timely manner. Key qualifications include communication skills and an understanding of ITIL methodology. The role offers flexible working options and various benefits including a pension scheme, holiday allowance, and professional subscriptions reimbursement.