Service Desk Analyst

Citizens Advice; Birmingham; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Citizens Advice in Birmingham is seeking an IT Service Desk Analyst to join our team. The role requires being onsite in the Birmingham office for at least two days a week and supporting colleagues with timely, user-focused IT solutions.

You will act as the first point of contact for users, perform triage and troubleshooting, document incidents, and escalate when necessary to ensure minimal business disruption while contributing to knowledge management and continual service improvement.

Qualifications

• Customer-focused approach to supporting users with varying technical knowledge.
• Investigate issues logically and determine appropriate solutions, escalating when needed.
• Manage multiple requests, prioritise by urgency/impact, and update users on progress.

Responsibilities

• Act as the first point of contact for users with technology issues.
• Provide effective triage, troubleshooting, and resolution to minimise disruption.
• Maintain accurate incident and request records and contribute to knowledge management.
• Escalate complex issues and support continual service improvement.
• Ensure IT services are reliable and aligned to organisational needs.

Skills

Customer service

Problem-solving

Organisation & prioritisation

Job description

We're looking for a Service Desk Analyst based in our Birmingham office. You will need to be onsite at least two day a week.

As an IT Service Desk Analyst at Citizens Advice you will act as the first point of contact for users experiencing technology issues or requests, providing effective triage, troubleshooting, and resolution to ensure minimal disruption to business operations. The role is responsible for delivering high-quality customer service, maintaining accurate records of incidents and requests, escalating complex issues where necessary, and contributing to knowledge management and continual service improvement. By supporting colleagues with timely, user-focused solutions, the Service Desk Analyst plays a key role in ensuring that IT services remain reliable, accessible, and aligned to organisational needs.

In your cover letter, please evidence how your previous experience aligns with the following statements. Please make sure your cover letter provides evidence succinctly.

• Customer Service Skills – Demonstrates a strong customer-focused approach, with the ability to remain professional, patient and helpful when supporting users with different levels of technical knowledge.
• Problem-Solving Skills – Able to gather information, investigate issues logically and identify appropriate solutions, including knowing when an issue needs to be escalated.
• Organisation and Prioritisation – Able to manage multiple requests, prioritise work according to urgency and impact, and keep users updated on progress.

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.