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| Job Location | Rednal |
| Education | Not Mentioned |
| Salary | Salary negotiable |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Our client has outlets in 36 countries around the world; from the UK to Australia. They have experienced and established teams in all of these countries with local experts who are in touch with the market and ensure that the brands and service they offerare right for the local customer. Thanks to their global scale they can take ideas and innovations from the other side of the globe and share these with you. They certainly can create completely new and ground-breaking concepts based on their huge depth offood and beverage knowledge. Location: Birmingham, ParklandsSalary: Up to £22k per annum The role of the IT Service Desk Analyst will be provision of the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all informationin a call logging system, uses documentation along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the 2ndl line support team. Troubleshooting basic end user issueson various software applications, hardware, network and telecommunications systems and provide basic desktop support.Key responsibilities will involve:* Deputising in the absence of the Service Desk Team Leader; including shift rota management.* To be the main escalation point for the team; taking complex escalation tickets and following through to conclusion.* To attend and lead morning calls with the BSMs.* To generate morning reports as requested by management.* To work with other support teams with knowledge transition.* Guiding, training and mentoring other members of the team in best practice, ensuring Service Desk processes are followed.* To support the team with answering calls / responding to tickets during busy periods.* Mentoring the team to follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined call logging software, responding to tickets logged via portal and email in a timely manner.Our ideal applicant will have the following skills/knowledge:* Great teamworking skills with the ability to work well under pressure* High level of accuracy and attention to detail* Always willing to go the extra mile* Excellent verbal and written communications skills* Good problem-solving skills with the ability to think practicallyeSift have been appointed as the resource partner and we are managing this role on behalf of our client. To apply for this position please click on the "apply now" button below. Your CV will then be held on our central database, if for any reason you do notwish us to retain your details please contact us via