Service Desk Analyst (DV-Clear)
Posted 6 days ago by Pigment Consulting Ltd
£250 Per day
Inside
Onsite
Birmingham, UK
Summary: The Service Desk Analyst (Tier 1) role at Pigment involves providing IT support as part of a Customer Service Centre, operating on a 24/7 shift rota. The position requires effective communication with customers and stakeholders, logging incidents, and troubleshooting issues while adhering to ITIL best practices. Candidates must hold active DV Clearance and be Sole UK Nationals. This fully-onsite role is based in Birmingham and requires the ability to work 12-hour shifts, including public holidays.
Key Responsibilities:
- Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
- Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
- Handle enquiries, complaints and escalations from customers and other stakeholders
- Able to analyse complex issues and follow established processes and procedures
- Assign priorities based on ITIL best practice (Impact/Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
- Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
- Take ownership and responsibility of daily checks/tasks, ensuring they are accounted for and completed to a high standard
- Provide Service Announcements that are factual and timely as appropriate
Key Skills:
- Effective communication skills
- Experience with ITSM tools
- Ability to handle customer enquiries and complaints
- Analytical skills for complex issue resolution
- Knowledge of ITIL best practices
- Ability to work in a team environment
- Strong organizational skills
- Active DV Clearance
Salary (Rate): £255 daily
City: Birmingham
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Service Desk Analyst (Tier 1) | Birmingham, fully-onsite | £255 a day inside IR35 | DV Clear
Pigment are a Change & Transformation Consultancy that deliver critical and complex programs across the public sector. We are currently seeking Tier 1 IT Support Consultants to join our team, to help support our client's network of services across the UK. Our team will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference.
Our consultants will be required to do the following:
- Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
- Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
- Handle enquiries, complaints and escalations from customers and other stakeholders
- Able to analyse complex issues and follow established processes and procedures
- Assign priorities based on ITIL best practice (Impact/Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
- Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
- Take ownership and responsibility of daily checks/tasks, ensuring they are accounted for and completed to a high standard
- Provide Service Announcements that are factual and timely as appropriate
Importantly, all of our consultants must be able to work 12-hour shifts, covering a 24/7/365 rota.
- Day shifts are 0700 to 1900 hours
- Night shifts are 1900 hours to 0700 hours
- Please note that the 24/7/365 rota will include public holidays, Bank Holidays (Christmas, New Years, Easter, etc)
Due to the sensitivity of our work, our consultants must be Sole UK Nationals and hold active DV Clearance.
If this is relevant to your skill set, please apply directly and one of the team will be in touch!
RSG Plc is acting as an Employment Business in relation to this vacancy.