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Service Desk

HR CAREERS & NATIONWIDE RECRUITMENT SERVICE
Job LocationShirley, Solihull
EducationNot Mentioned
Salary20,000 - 30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Service Desk AnalystBased West MidlandsSalary up to £25,000 + Excellent BenefitsThis is an exciting opportunity for a service desk support professional to work for an exciting and growing business based in West Midlands. Close to Junctions on the M42, this is very easy to get to and also has bus and train links.Working within a very busy and fast-moving financial services and IT environment within the Service Desk and Service Operations Group.As a Service Desk Support professional, you will be providing first-class technical support and Service Delivery Life Cycle to clients.You will be an enthusiastic and self-motivated IT Support professional who ideally has an ITIL and SLA background with experience in JIRA.Working within a structured environment, you will assist in the support and release of business software to clients. In this role you will be required to evaluate/investigate/ analyse issues, fulfill requests raised by clients within agreed standards. Youwill also provide general assistance within all departments working within an SLA framework.Responsibilities:

  • Gather data to identify and fix a variety of system/business related problems.
  • and storing information in accordance with company policy and standards.
  • Ensuring testing is carried out, ensuring soft/hardware changes are useable by clients.
  • Analysing data regularly to establish trends and root causes.
  • The ability to quickly gain a clear understanding of technical challenges to systems
  • Identify the areas impacted by systems change.
  • Be able to use a range of analytical, planning and estimating techniques and tools.
  • Provide 1st & 2nd line support to clients both internally and externally
  • Good communication and service skills are essential to the role
  • Able to work within a team
  • The ability to understand and draw conclusions from data and client feedback
  • Making decisions and using judgement.
Knowledge skills & experience
  • Experience of working in a Service Operations environment
  • Experience of working in an ITIL would be beneficial
  • Experience of working with ticket management systems, such as Jira
  • Excellent Customer Service Skills
  • Excellent Communication Skills
  • Problem Solving Skills
  • Gathering Information
  • Strong written and verbal communication skills
  • Strong time management and organisational skills
  • Demonstrable experience of working effectively within collaborative team structures, ideally in a technology-based business environment
  • Experience of developing and working with SLAs in a diverse environment with multiple stakeholders
  • Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels
  • Experience of documenting process and procedures under document management systems
This may suit a service desk analyst, 1st line technical support, 2nd line technical support pr service operative or ITIL professional.This role is accessible from Knowle, Dorridge, Solihull, Coventry, Marston Green, Lichfield, Tamworth, Wolverhampton, Edgbaston, Dudley, Stafford, Worcester, Hereford, Bristol, Gloucester, Stroud, Birmingham Airport, Birmingham, Hall Green, Tamworth, Rugby,Kenilworth, Worcestershire, Droitwich, Solihull, Coventry, Marston Green, Birmingham Airport, Birmingham, Hall Green, Tamworth, Rugby, Redditch, Alvechurch, Studley, Wythall, Leamington Spa, Stratford upon Avon, Kenilworth, Worcestershire, Droitwich. SolihullBusiness Bark/ Birmingham Airport/ Birmingham International/ Dickens Heath Business Park., Watford, Milton Keynes, Oxford, Didcot, Towcester, High Wycombe

Keyskills :
ITILService Desk2nd LineService Desk ManagementJIRA

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