Service Desk Analyst vacancy in Birmingham (149DM)

Ex-Mill Recruitment Ltd; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment agency is seeking a Service Desk Analyst in Birmingham. This role involves being the primary contact for IT support, handling queries via phone, email, and video. Candidates should have experience in customer service, strong communication skills, and DV Security Clearance. The position offers flexible shifts as part of a 24/7 service culture.

Qualifications

• Experience in a customer service role, ideally in a technical environment.
• DV Security Cleared required.
• Strong verbal and written communication skills.

Responsibilities

• Serve as the first point of contact for IT support queries.
• Log and prioritize incidents and service requests.
• Provide diagnostics and escalate issues as necessary.

Skills

Communication skills

Analytical thinking

Customer service

Problem-solving

Tools

ITSM systems

Microsoft Office Suite

Windows Operating Systems

Cisco VoIP and video conferencing tools

Job description

Service Desk Analyst vacancy in Birmingham (149DM)

Are you a tech-savvy problem-solver with a passion for exceptional customer service, and looking for a role where your work truly makes a difference?

We’re looking for a Service Desk Analyst to join our client's dynamic Customer Service Centre (CSC), supporting a wide network of services across the UK. In this role, you’ll be the first point of contact for clients, providing expert assistance via phone, email, and video conference, and ensuring every request is handled with speed, accuracy, and care. With 24/7 operations, shift flexibility, and a supportive culture, they offer a role that’s as rewarding as it is challenging.

What You’ll Be Doing

• Serve as the first point of contact for all IT support queries, delivering clear, effective communication via telephone, email, and video conferencing.
• Log, categorise, and prioritise Incidents, Service Requests, Problems, Changes, and Knowledge articles using an ITSM tool.
• Provide first-line diagnostics and determine whether issues can be resolved or require escalation to second-line support or third parties.
• Deliver consistent, high-quality customer service with a focus on problem-solving and ownership.
• Conduct daily operational checks and tasks with precision and accountability.
• Issue timely and accurate service announcements when needed.
• Collaborate with team members to troubleshoot, identify recurring issues, and contribute to continuous service improvement.
• Participate in a 24/7 shift rota, including nights, weekends, and holidays.

What We’re Looking For

Essential:

• DV Security Cleared (and held STRAP before)
• Experience in a customer service role (technical environment preferred)
• Excellent communication skills—both verbal and written
• Strong analytical thinking and the ability to follow defined processes
• Reliable, punctual, and able to work independently under pressure
• Professional telephone manner and confidence with customer-facing interactions

Desirable:

• ITIL Foundation certification
• Experience using call management and ITSM systems
• Familiarity with service management frameworks (ITIL preferred)

Working knowledge of:

• Microsoft Office Suite
• Windows Operating Systems
• Active Directory
• Cisco VoIP and video conferencing tools

If you want to have a conversation, apply here, and for further questions, email [e-mail]

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