Technical Service Desk Analyst

Job Ref No

js 3752


up to £32k

Start Date



Full Time



Technical Service Desk Analyst

A fantastic opportunity has arisen for an experienced Technical Service Desk Analyst to join our prestigious client based at their offices in Wednesbury.
Role will be site based initially but will be remote two days a week once the new telephony system is installed.
Hours of cover are 7am-18.00 on a shift basis 37.5 hours a week.

As a Service Desk Analyst /First Line support analyst you will report to the Service Delivery Manager, the role is to provide excellent first-line incident management, request fulfilment and problem management. The IT team are adapting an ITIL based service model and it is essential to have at least an ITIL foundation certification or equivalent experience.

Both knowledge and an understanding of service level agreements and service desk KPI’s is required. Please note, once mutually agreed the expectation will be to join the on-call rota.

• Serve as the first point of contact for customers seeking technical assistance over
the phone, email and walk ups

• Resolve incidents, requests and problems within SLA

• Ensure a high first time fix rate for incidents

• Act as escalation point for all requests, incidents and problems

• Assign tickets to other technical teams with the required level of detail

• Ensure the abandoned rate, average time to answer and first time fix rate KPI
targets are met

• Ensure aged tickets are kept to a minimum

• Create knowledge articles to assist the team and customers with the resolution of IT

• Assist in software deployments and laptop builds

• Identify and suggest possible improvements for the team ( CSI )


Min of three years solid technical service desk experience in an ITIL environment.
Strong customer service experience.

Ideally you will have a working knowledge of enterprise IT systems, and understands how the various elements are applied by different functions within the business (i.e. Sales, Warehouse, Purchasing, Accounts) but it is not essential.

Is experienced in using a IT Service Desk software system.
ITIL Foundation certified is very advantageous

So if you are a Technical Service Desk Analyst looking for your next exciting career move please apply now!

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