Service Desk Advisor

Service Desk Advisor

Location: Birmingham, England, United Kingdom

Employment type: Full-time

Seniority level: Entry level

Job function: Other

This is a full‑time role, hybrid with the opportunity to work from home and from the Birmingham office. Once fully trained you will work on a 24/7/365 rota, including premium shift payments on top of your basic salary.

• Logging all customer incidents and/or service requests.
• Logging all fault information from the customer onto the incident management system.
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.
• Applying first‑time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.
• Understanding the impact of the incident or service request in line with the customer's business and systems.
• Monitoring all incidents and following up with resolving groups ensuring SLA's are adhered to.
• Updating customers on the status of their incident.
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion.
• Performing call‑backs to customers to confirm call closure.
• Ensuring agreed escalation procedures are adhered to and management are informed of high‑priority or potentially high‑risk customer problems.
• Logging calls with 3rd parties and liaising with them to ensure resolution.

We want our people to embrace opportunities and grow with our business. Although this is a general summary of the principal responsibilities of the role and the level of knowledge and skill typically required, you may be involved in other activities and should therefore not consider this to be an exhaustive list.

• Excellent oral and written communication skills with the ability to communicate effectively at all levels.
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
• Ability to manage own workload, with good planning and organisation skills. Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly, using own initiative.
• Logical problem‑solving skills.
• Ability to determine when it is appropriate to invoke escalation processes.
• Methodical and analytical approach to incident and problem solving.
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT‑relevant discipline.

• Experience working in an IT‑related environment, preferably on a technical Service Desk.
• ITIL v3 Foundation certificate, or experience of ITIL methodology.

• Flexible working – hybrid options to balance personal responsibilities and priorities.
• Holidays – flexible holiday allowance, recommend 25‑30 days plus public bank holidays.
• Flexible pension – salary sacrifice pension and annual personal pension reviews.
• Company sick pay – enhanced Company Sick Pay policy.
• Family benefits – enhanced maternity, adoption, paternity pay, and shared parental leave.
• Electric Car salary sacrifice scheme – lease a zero‑emission electric vehicle.
• Online learning platform – full access to Udemy for technical, business and personal development courses.
• Health and wellbeing support – health cash plan and life assurance scheme.
• Discount platform – discounts and rewards from leading retailers, restaurants and destinations.
• Professional subscriptions – reimbursement for relevant institution subscriptions.
• Charity giving – payroll gifting to a chosen charity.
• Cycle to work scheme – tax‑efficient scheme to improve commute.
• Rewarding long service – gifts for milestone years of service.

Interviews will take place in January 2026.

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! We encourage applications from anyone with the skills, experience and attributes that will make them a great addition to the role and the company.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion and belonging.