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Service Desk Analyst

Service Desk Analyst | Birmingham | Permanent

ITIL | Customer Service | Public Sector | SC Clearance 

Service Desk Analyst is required for one of my top clients based in Birmingham. This is is a superb opportunity to join a highly established global IT services company who can offer the successful applicant an exceptional benefits package and learning, development and career opportunities.

Key Responsibilities:
  • Providing excellent customer service
  • 1st line support via telephone, email and tickets submitted via web portal
  • Resolving 60%+ of all incidents first line
  • End to end management of all Incidents
  • End to end management of all service requests
  • Interfacing and managing tickets with third party support groups
  • Providing “How To” guidance
  • Assisting with management of major incidents
  • Coordinating client site visits for support groups

Key Skills:

  • Passionate about customer service
  • Good experience in a similar role.
  • Experience of ITIL Incident Management and Request Fulfilment
  • Sound technical 1st/2nd Line experience
  • Ability to communicate effectively to users of all levels and technical understanding
  • Ability to multi-task and prioritise own workload
  • Self-motivated with the ability to use own initiative
  • ITIL Foundation v3 (desirable)
  • SC Clearance (desirable)
If you are interested in this position please send me your most up to date CV to or simply call me on my direct dial 0121 237 3215. If you know a family member, friend or colleague please do not hesitate to forward on the details, here at Monarch IT we pay generous referral fees!

Service Desk Analyst | Birmingham | Permanent
Infrastructure & PC Support, 2nd/3rd Line Support
Job type:
£20000 - £22000 per annum

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