Service Desk Analyst DM

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.

• 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.

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)

• 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

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