Service Desk Advisor

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

Job summary

A technology solutions provider in the United Kingdom is seeking an experienced customer service specialist passionate about resolving technical issues. This full-time role offers hybrid working options, including opportunities to work from home and from the Birmingham office. The position involves logging customer incidents, ensuring timely resolution in line with business impact, and adhering to escalation procedures. Ideal candidates will possess strong communication skills and relevant IT qualifications.

Benefits

Flexible working options

25-30 days holiday plus public bank holidays

Enhanced Company Sick Pay policy

Online learning platform through Udemy

Charity giving from payroll

Cycle to work scheme

Qualifications

• Good level of general education.
• Experience working in an IT-related environment, preferably on a technical Service Desk.
• ITIL v.3 Foundation certificate or experience of ITIL methodology.

Responsibilities

• Logging all customer incidents and/or service requests.
• Monitoring all incidents and following up with resolving groups.
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion.

Skills

Excellent oral and written communication skills

Logical problem-solving skills

Ability to manage own workload

Strong planning and organization skills

Excellent social skills

Education

Minimum Level 3 qualification in IT-relevant discipline

Job description

Are you passionate about delivering excellent customer service and resolving technical issues? Do you thrive in a dynamic environment? If so, we have the role for you! This is a full time role, and once you are fully trained, you will be required to work on a 247/365 rota which includes premium shift payments on top of your basic salary. The role location is hybrid with the opportunity to work from home and from the Birmingham office.

Responsibilities

• Logging all customer incidents and/or service requests.
• Logging all fault information from the customer onto the incident management system.
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.
• Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.
• Understanding the impact of the incident or service request in line with the customer's business and systems.
• Monitoring all incidents and following-up with resolving groups ensuring SLA's are adhered to.
• Updating customers on the status of their incident.
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion.
• Performing call-backs to customers to confirm call closure.
• Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems.
• Logging calls with 3rd parties and liaise with them to ensure resolution.
• Excellent oral and written communication skills with the ability to communicate effectively at all levels.
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
• Ability to manage own work load, with good planning and organisation skills. Understands the difference between 'urgent' and 'important' and prioritises accordingly. Uses own initiative.
• Logical problem-solving skills.
• Able to determine when it is appropriate to invoke escalation processes.
• Methodical and analytical approach to incident and problem solving

Qualifications

• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.

Desired qualifications and experience

• Experience working in an IT-related environment, preferably on a technical Service Desk.
• ITIL v.3 Foundation certificate, or experience of ITIL methodology.

Benefits

• Flexible working – includes hybrid working and other flexi-working options.
• Holidays – a flexible holiday allowance scheme, recommended 25-30 days plus public bank holidays per year.
• A flexible pension – salary sacrifice pension and annual personal pension reviews with an external partner.
• Company sick pay – enhanced Company Sick Pay policy.
• Family benefits – enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave.
• Electric Car salary sacrifice scheme – easy to manage and affordable leasing of a zero-emission electric vehicle.
• Online learning platform – full access to Udemy for technical, business and personal development courses.
• Financial, physical and wellbeing support – health cash plan and life assurance scheme.
• Access to a discount platform – discounts and rewards from retailers, restaurants and destinations.
• Professional subscriptions – reimbursement for professional subscriptions to relevant institutions.
• Charity giving – support a charity of your choice by gifting money directly from your payroll.
• Cycle to work scheme – tax efficient scheme to improve commute to work.
• Rewarding long service – gifts for milestone years of service.

Interviews will take place in January 2026. If you believe you have the skills and experience to carry out this role, although you feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a role's requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying for and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.