Service Desk Analyst

Lorien; Birmingham; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Standby allowances

Shift allowances

Hybrid work

Job summary

Lorien is seeking a Service Desk Analyst in a Midlands-based hybrid role. The 6-month initial contract may extend or convert to permanent, with standby and shift allowances.

You will support a banking client with 1st/2nd line IT support for over 65,000 colleagues, working from home four days a week and commuting to the office one day weekly with free parking.

Qualifications

• A passion for customer service.
• Clear written and verbal communication.
• Experience in service desk and familiarity with KPIs is a plus.
• Knowledge of Windows 10, Microsoft applications, AD & Exchange.

Responsibilities

• Provide a single point of contact to internal colleagues reporting IT issues.
• Diagnose and resolve technical issues using problem-solving skills.
• Collect technical information and business impact to minimise downtime.

Skills

Customer service

Communication

KPI awareness

Windows 10

Microsoft apps

Active Directory

Exchange

Tools

Active Directory

Exchange

Job description

Service Desk Analyst

Midlands based hybrid

6-month initial contract, but with possible extensions and temp to perm options

Additional standby and shift allowances

We are looking for Service Desk Analysts to join the successful IT support team within a global banking client providing 1st or 2nd line technical support to a user base of over 65,000 colleagues.

You will be part of a diverse team who are at the forefront of the Banks digital strategy, supporting colleagues via web-chat and telephone.

You’ll be working from home 4 days a week and provided with the equipment you need, plus for one day a week you will head to our new office with free parking to join the rest of the team to collaborate.

What you will be doing:

• Provide a single point of contact to internal colleagues reporting IT related issues
• Diagnose and resolve technical issues using your problem-solving skills and questioning techniques
• Obtain both technical information and business impact to minimise downtime to colleagues

The Skills you will need:

• A passion for customer service
• Ability to flex your communication, both written and verbal
• Previous service desk experience and understanding of working to KPI’s is an advantage
• Knowledge of Windows 10, Microsoft applications, Active Directory & Exchange
• skills need but not essential as training is provided