Service Desk Analyst - 1st & 2nd Line Support

  • Location

    Solihull, West Midlands

  • Sector:


  • Job type:


  • Salary:

    £20000.00 - £25000.00 per annum + Excellent Bens

  • Contact:

    John McManus

  • Contact email:

  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


  • Start date:


Service Desk Analyst - 1st & 2nd Line Support

Windows 7/10, Desktop, Laptops, Printer, iPads, Active Directory, Break-Fix, Helpdesk Software and Ticketing Systems, HEAT or Remedy or TopDesk or Hornbill or ServiceNow or MS Service Manager etc, Active Directory, SCCM, MS Office 2016, MS Exchange.

Excellent Telephone Manner and High-Level Customer Service Ethic!

£20,000pa to £25,000pa + Bonus + Health + Pension + 25 Days Holiday + Bank Holidays

Solihull, South Birmingham, West Midlands

This established and dynamic financial services organisation are seeking a professional, challenge orientated and focused IT Service Desk Analyst to impact and add value to their in-house IT Support Helpdesk and ultimately enhance their client-side support services.

You will need proven experience working as part of a Service Desk or Helpdesk Team as this role is pivotal but challenging, diverse and rewarding and will offer you an opportunity to grow technically.

The person required will require tenacity, patience, teamwork and the flexibility to go the extra mile and offer a 1st class customer experience.

Day to day you will offer 1st & 2nd Line support to over 1,300 users in a Microsoft Data Centre and your key responsibilities will include responding in a timely manner to calls, queries or fault reports whether these are raised by phone, email or via a service desk database. Managing and maintaining the client's software and hardware.

In this role you will be required to:

  • Respond positively to end user calls, e-mails or raised tickets, resolve immediately where possible and if not possible route quickly and effectively to appropriate contact
  • Manage user administration at the desktop within limits of security policies
  • Perform Hardware installations, moves and upgrades for all equipment across multiple sites
  • Ensure desktop operating system and core applications are maintained to agreed security & patch levels
  • Repair and maintenance of hardware
  • Support projects and liaise with other teams as required
  • Support remediation of faults and security vulnerabilities as required
  • Out of Hours Support on an on-call rota basis
  • Support multiple locations
  • Follow core processes and procedures such as change control and incident logging
  • Keep appropriate records and update documentation or checklists as applicable

Additional requirements will include:

  • A full UK Driving Licence is essential.
  • Previous experience of working on a Service Desk is essential.
  • Exposure to Active Directory and SCCM will be an advantage.

Desirable but not Essential Certifications:

  • CompTIA+
  • MCP
  • ITIL v3

On this client facing platform you will need a consultative DNA, a high-level of Service Ethic, and a "Customer is King" attitude.

Take this opportunity to rise above your peers and secure a role to elevate your IT career.