Service Desk Analyst

City, Birmingham
Hays Technology

Role: Service Desk Analyst

Location: Birmingham

Rate: (Apply online only) p/d

Duration: 3 Months initial contract

Hays Technology is looking for a service desk analyst to join an exciting client’s team. You will be responsible for delivering high-quality technical support to staff across a diverse range of services and locations. This role will handle incoming support requests, resolve incidents, and contribute to continuous service improvement initiatives, including the development of a centralised knowledge base.

What you will be doing:

• Act as the first point of contact for IT-related queries via phone, email, and ticketing system.
• Accurately log, categorise, and prioritise incidents and service requests.
• Troubleshoot and resolve issues related to hardware, software, user accounts, and connectivity.
• Escalate complex issues to 2nd/3rd line support or external vendors as appropriate.
• Ensure timely and clear communication with users throughout the ticket lifecycle.
• Support the Head of IT Operations in developing and maintaining a user-friendly IT knowledge base.
• Identify recurring issues and contribute to root cause analysis and problem management.
• Recommend and implement improvements to service desk processes and documentation.
• Review customer feedback and ticket data to identify trends and improvement opportunities.
• Maintain accurate asset and configuration records.
• Collaborate with other IT teams and third-party suppliers to ensure seamless service delivery.
• Support site visits and remote troubleshooting when required.

What we are looking for:
Essential:

• Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
• Strong customer service orientation with excellent communication skills.
• Working knowledge of Windows 10/11, Office 365, Active Directory, and common desktop applications.
• Experience using IT service management tools
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Understanding of ITIL principles and service management best practices.
• Proactive and self-motivated with a continuous improvement mindset.
• Empathetic and patient when dealing with users of varying technical ability.
• Detail-oriented and methodical in approach to technical troubleshooting and documentation.
• Collaborative team player who contributes to a positive working culture.

Desirable:

• ITIL Foundation certification.
• Experience with Microsoft Intune, Azure AD, and endpoint management.
• Data processing and reporting skills (Excel, PowerBI)
• Familiarity with knowledge base platforms and documentation standards.
• Experience supporting hybrid working environments and remote users.

What you need to do now

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found at (url removed)