About this job
Job Title: Service Desk Analyst / Engineer
Location: Birmingham, UK
Salary: £27.000 - £32,000
We are hiring for a Service Desk Analyst / Engineer for an established organisation based in Birmingham. This role is crucial in delivering IT support within a Service/Helpdesk team, providing both 1st and 2nd line support to all IT, Communications, and Freight-related systems. The team operates in an ITIL-based environment, resolving technical issues and managing service requests for both onsite and remote users.
As a Service Desk Analyst / Engineer, you will act as the single point of contact for users, handling a range of service requests from individual technical issues to system-wide outages. You will also contribute to device configuration, software deployment, and monitoring system performance.
Responsibilities:
- 1st Line Support: Log incidents and service requests into the system.
- 2nd Line Support: Manage and resolve service desk tickets escalated from 1st line support.
- Escalation Management: Work closely with teams to ensure efficient incident resolution and customer satisfaction.
- System Maintenance: Deploy software updates, manage hardware, troubleshoot printers and scanners, and maintain Active Directory and security permissions.
- Documentation: Maintain accurate records, including asset management, stock control, and updating the knowledge base.
- Backup Management: Assist with both onsite and cloud-based data backups.
- Out-of-Hours Support: Participate in a rota for out-of-hours cover and perform maintenance during off-peak times.
Required Skills:
- ITIL Foundation (v3-4) and experience in ITIL environments.
- Strong knowledge of Windows (10, Server 2008-2019), Microsoft Active Directory, Office 365, and networking protocols (TCP/IP, DHCP, DNS).
- Familiarity with virtualisation (VMware) and cloud platforms (Microsoft Azure).
- Experience supporting printers, scanners, and mobile devices (iOS, Android).
- Ability to prioritise tasks and work independently in a fast-paced environment.
Desirable Skills:
- Experience with Supply Chain & Freight systems.
- Familiarity with MS SQL, PowerShell, and MS Visio.
- Certifications such as ITIL, MCSA, CompTIA A+, or Security+ are beneficial.
If you are a Service Desk Analyst / Engineer looking for an exciting opportunity, click 'Apply Now' to learn more and submit your application!
