Summary: Hays Technology is seeking a Service Desk Analyst to support a client's team by providing user assistance through phone and remote support. The role involves managing incidents through the ICT service desk system, ensuring accurate documentation, and adhering to service level agreements. Ideal candidates are graduates or those with prior service desk experience, possessing strong communication and customer service skills. This position is based in Birmingham, UK, and classified as inside IR35.

Key Responsibilities:

• Provide instruction and advice to systems users via telephone and remote support software
• Ensure all incidents raised via the ICT service desk system are accurately and clearly recorded
• Triage, categorise, and prioritise all incidents presented via the employee self-service portal
• Manage and record all changes to systems user accounts or user access rights in the service desk ticket management solution
• Monitor all incidents according to the appropriate SLA or Support Agreement and escalate concerns as necessary

Key Skills:

• A graduate looking to start their IT career or someone with previous service desk experience
• Good communication skills
• Customer service experience
• Team working experience

Salary (Rate): 14.70

City: Birmingham

Country: UK

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: Entry Level

Industry: IT