Role: Service Desk Analyst
Contract Length: 6 months
Location: Birmingham - full time on site
IR35: Inside
Pay Rate to Intermediary: £38.47 per hour
Spinwell is recruiting for a Service Desk Analyst for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE SERVICE DESK ANALYST
- Provide first-line IT support to the network of services across the UK.
- Work as part of the Customer Service Centre (CSC) on a 24/7 shift rota.
- Assign priorities based on impact and urgency and determine if a first-line fix is achievable before escalating.
- Provide exceptional customer service and communicate with colleagues to identify errors and establish lessons learned.
- Take ownership of daily checks and tasks, ensuring they are completed to a high standard.
- Provide factual and timely service announcements as appropriate.
- Work 12-hour shifts, covering a 24/7/365 rota, with flexibility to cover shifts as needed.
SKILLS/EXPERIENCE OF THE SERVICE DESK ANALYST
- Previous experience in a Service Desk or Customer Service role.
- Experience with ServiceNow is essential.
- Strong customer service skills, including a positive attitude and excellent telephone manner.
- Ability to communicate effectively via telephone, email, and video conference.
- Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool.
- Ability to handle enquiries, complaints, and escalations professionally.
- Analytical skills to follow established processes and procedures.
- Ability to work independently after initial training.
- ITIL certification is beneficial.
- Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices.
If you are a Service Desk Analyst, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
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