1st Line Service Desk Analyst – 4-month contract – Birmingham location (UK) - £17.25 per hour (Inside IR35) - Start ASAP.
Posted 1 week ago by Service Desk Institute (SDI)
£17 Per hour
Inside
Onsite
United Kingdom
Summary: This role is for a customer-facing 1st Line Service Desk Analyst based in Birmingham, responsible for providing first-line support to users at the client’s location. The ideal candidate should possess strong interpersonal skills, a keen interest in IT, and a willingness to learn while delivering excellent customer service. The position requires basic IT knowledge and experience with various operating systems and applications, with a focus on resolving support issues efficiently. The contract is set to start in August 2025 and run through December.
Key Responsibilities:
- Act as the first point of contact for users, providing support and resolving issues.
- Assist with Wi-Fi and password setup, printing issues, and other technical queries.
- Log all calls via ServiceNow and triage or resolve issues appropriately.
- Utilize knowledge base and resources to find answers to user queries.
Key Skills:
- Keen interest in IT and previous experience in Customer Service / Helpdesk / IT support.
- Knowledge of Microsoft Windows and Office 365.
- Excellent interpersonal and communication skills.
Salary (Rate): £17.25 per hour
City: Birmingham
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Entry Level
Industry: IT
This is a customer-facing 1st Line Service Desk Analyst role, working onsite at our client’s location in Birmingham, providing the first point of contact to their varied user base. They are looking for an engaging and customer-friendly candidate with a combination of excellent interpersonal and communication skills, a keen interest in IT and a willingness to learn to join an existing support team and help resolve a range of outstanding support issues whilst delivering a customer experience to be proud of. The team has a great reputation for customer service, so someone friendly, approachable and helpful, whilst being able to perform under pressure, is important. If you have basic IT knowledge with a strong customer service attitude but are enthusiastic, eager and able to pick things up easily, that would be an ideal starting point. Any experience in supporting Windows 10/11 / O365 / MS Teams / MacOS / tablets or SmartPhones would be beneficial. An example of tasks would be: Wi-Fi and password setup Help with printing issues Searching for answers to queries in the knowledge base and wider resources. Logging all calls via ServiceNow and resolving or triaging appropriately.
The role is to start in August 2025 and run through to December, and we are screening candidates right now. The site is easily accessible by bus and train, and on-site parking is also available (for a small daily charge). If this role is of interest to you, or you may know someone who could be interested, please get in touch or forward a copy of your CV at the earliest opportunity. Candidates must be eligible to live and work in the UK to be considered for this opportunity.