Service Desk Analyst
Posted 2 days ago by Primis
£150 Per day
Inside
Onsite
Birmingham, England, United Kingdom
Summary: The Service Desk Analyst role involves providing first-class 1st line IT support to end users in Birmingham, focusing on hardware and software environments. The position requires logging, updating, and resolving incidents while ensuring excellent customer service and collaboration with internal teams and vendors. This is a 6-month onsite contract with an emphasis on troubleshooting and service improvement. The role is classified as inside IR35.
Key Responsibilities:
- Provide first-class 1st line IT support to end users across hardware and software environments
- Log, update, and resolve incidents and service requests within agreed SLAs
- Act as the first point of contact for technical issues, delivering excellent customer service
- Troubleshoot and diagnose issues efficiently, escalating where appropriate
- Work closely with internal teams and third-party vendors to resolve incidents
- Maintain accurate documentation and contribute to the knowledge base
- Support IT changes such as moves, setups, and system updates
- Identify opportunities for service improvement and enhanced user experience
Key Skills:
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service abilities
- Experience supporting Microsoft Office and general IT systems
- Ability to prioritise workload and manage multiple tasks effectively
- Familiarity with incident management tools (e.g., Remedy, ServiceNow)
- Knowledge of desktop support, remote tools, and mobile technologies
- Understanding of ITIL processes (certification desirable)
Salary (Rate): £150 daily
City: Birmingham
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Job Title: Service Desk Analyst
Industry: IT / Digital & Technology
Contract Duration: 6 Months (Initial)
Location: Onsite - Birmingham
Day Rate: £130 - £150 per day (Inside IR35)
The Role:
- Provide first-class 1st line IT support to end users across hardware and software environments
- Log, update, and resolve incidents and service requests within agreed SLAs
- Act as the first point of contact for technical issues, delivering excellent customer service
- Troubleshoot and diagnose issues efficiently, escalating where appropriate
- Work closely with internal teams and third-party vendors to resolve incidents
- Maintain accurate documentation and contribute to the knowledge base
- Support IT changes such as moves, setups, and system updates
- Identify opportunities for service improvement and enhanced user experience
Skills Needed:
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service abilities
- Experience supporting Microsoft Office and general IT systems
- Ability to prioritise workload and manage multiple tasks effectively
- Familiarity with incident management tools (e.g., Remedy, ServiceNow)
- Knowledge of desktop support, remote tools, and mobile technologies
- Understanding of ITIL processes (certification desirable)
Research indicates that men will apply to a role when they meet only 50–60% of the requirements, while women and other underrepresented groups often look for a 90–100% match. If this role excites you but you don’t tick every single box, please still apply. We’d love to hear from you.