IT Service Desk Analyst

1 week ago


Birmingham, United Kingdom James Adams Full time

James Adams is currently looking for an experienced IT Service Desk Analyst to work in the heart of Birmingham. This is a permanent role with an excellent opportunity to work non-social for bonus pay for those extra earners (optional).


About the Role:

My client Birmingham-based IT Service Desk seeks a talented Analyst to provide exceptional technical support to their global business. As the first point of contact for all phone and web portal inquiries within our ITSM system, you'll play a vital role in ensuring a seamless user experience.


Responsibilities:

  • Deliver exceptional customer service, prioritizing user satisfaction and exceeding expectations.
  • Troubleshoot technical issues and provide resolutions via phone and web portal.
  • Champion self-service solutions, empowering users to independently resolve common problems.
  • Maintain a clear, professional, and courteous phone manner during all interactions.
  • Analyze and solve technical problems effectively, demonstrating strong analytical and problem-solving skills.
  • Remain calm and professional under pressure, fostering a positive customer experience.


Qualifications:

  • Minimum of 1 year experience in a service desk or similar role.
  • Experience working in a 1st line role on Microsoft stack.
  • Enthusiasm for technology and a strong desire to learn.
  • Excellent customer service skills with a service-driven mindset.
  • Clear and professional telephone manner.
  • Strong analytical and problem-solving skills.
  • Patience and the ability to remain calm under pressure.


Benefits:

  • Collaborative and supportive work environment.
  • Opportunity to directly contribute to customer satisfaction.
  • Continuous learning and development in a fast-paced environment.
  • Competitive salary and benefits package.
  • Work in a modern office located in Birmingham.


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