Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts)

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

Job summary

A leading company seeks Service Desk roles, including a Lead and Analysts, for their Birmingham office. The successful candidates will manage incidents, handle communications, and perform basic troubleshooting within a 24/7 help desk environment. Candidates should possess strong ITIL knowledge and effective communication skills.

Qualifications

• Minimum of 2 to 3 years experience in an international help desk environment.
• Understanding of Incident Management processes.

Responsibilities

• Handle calls and emails in a help desk environment.
• Monitor the Incident Management queue and assign/reassign tickets.
• Ensure resolution of incidents/service requests within SLA.

Skills

Excellent spoken and written communication skills

Knowledge of ITIL processes

Basic L1 troubleshooting

Document technical details

Handle voice calls effectively

Proactive problem management experience

Job description

Social network you want to login/join with:

Service Desk Roles (1. Service Desk Lead/ 2. Service Desk Analysts), Birmingham

Client:

FalconSmartIT

Location:

Birmingham, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

4a95ba01c4a7

Job Views:

27

Posted:

22.06.2025

Expiry Date:

06.08.2025

Job Description:

Job Title: Service Desk Roles (1 Service Desk Lead/ 2 Service Desk Analysts)

Job Location: Birmingham, UK / Onsite

Job Type: Permanently

Responsibilities:

• Handle calls and emails in an international help desk environment with a minimum of 2 to 3 years of experience.
• Understand and apply Incident Management processes, including prioritization and categorization of incidents.

Skills Required:

• Excellent spoken and written communication skills.
• Handle voice calls effectively.
• Knowledge of ITIL processes related to Incident Management and Service Request fulfillment.
• Document technical details, process updates, ticket status, and other relevant information as directed.
• Monitor the Incident Management queue, assign/reassign tickets, and follow up as per procedures.
• Execute service requests in the ticketing system according to SOPs.
• Perform basic L1 troubleshooting for issues related to desktops, networks, printers, Active Directory, O365, Lotus Notes, and email.
• Update incident management system with relevant incident details.
• Proactive problem management experience is advantageous.
• Ensure resolution of incidents/service requests within SLA, escalate unresolved issues, analyze ticket trends, and generate reports with improvement actions.
• Work in rotational shifts 24/7/365.
• Use Remote Desktop to assist end users as needed.
• Understand end-user technical requirements, troubleshoot effectively, and communicate proactively.

Willingness to work in a rotational shift 24*7*365.