Service Desk Analyst

ComXps; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking an IT support professional to provide expertise across their services in the UK. This role involves working on a 24/7 shift rota, ensuring effective communication and management of enquiries while utilizing ServiceNow for incident logging and categorization. Ideal candidates will have strong customer service experience, proficiency in ITIL best practices, and the ability to work independently. Flexibility and punctuality are crucial for this role.

Qualifications

• Experience in a Service Desk or Customer Service role required.
• Excellent standard of written English and telephone manner needed.
• Ability to handle enquiries, complaints, and escalations professionally.

Responsibilities

• Provide first line IT support expertise on a 24/7 shift rota.
• Log, categorize, prioritize, and escalate requests as appropriate.
• Communicate effectively via email, telephone, and video conference.

Skills

Customer service skills

Telephone manner

Analytical skills

Technical knowledge

Education

ITIL Foundation Certification

Tools

ServiceNow

Microsoft Office Applications

Cisco VoIP

Job description

This role is Inside IR35.

Clearance: SC

Contract Length: 6 months

Location:Birmingham - Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off. Flexibility is required to cover shifts in case of emergencies or last-minute changes.

Overview

This role is providing first line IT support expertise to help support the network of services across the UK. The individual will work on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.

Must have

• Previous experience in a Service Desk or Customer Service role.

• Experience with ServiceNow is essential.

Experience

• Worked in a Customer Service Role (technically diverse environment beneficial)

• Excellent Telephone Manner

• Excellent standard of written English

• Punctual and Reliable

Skills:

• Strong customer service skills, including a positive attitude and excellent telephone manner.

• Ability to communicate effectively via telephone, email, and video conference.

• Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool.

• Ability to handle enquiries, complaints, and escalations professionally.

• Analytical skills to follow established processes and procedures.

• Ability to work independently after initial training.

• ITIL certification is beneficial.

• Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices.

Desirables

• ITIL Foundation Certification

• Operational knowledge and experience of working with call management systems

• Worked with a service management framework (ITIL beneficial)

• Intermediate working knowledge of Microsoft Office Applications

• Intermediate working knowledge of Microsoft Operations Systems

• Intermediate working knowledge of Microsoft Active Directory

• Basic working knowledge of Cisco VoIP and Video Conferencing systems