Service Desk Analyst

Location: Birmingham
Job Type: Permanent
Discipline: Infrastructure and Support
Reference: HMC18
Leading Birmingham-based technology company are seeking an experienced Service Desk Analyst to handle customer requests and needs over the phone. The ideal candidate will be a great communicator and who is able to maintain their composure when dealing with customer requests.

Responsibilities:

- Receive, log and manage calls from clients and internal staff via telephone email and Jira
- Maintain an asset database as well as tracking any differences to the system at all times
- 1st Line and 2nd line Support - troubleshooting of IT related problems.
- Ensure the maintenance of high customer service levels at all times
- Provide specific stats for the weekly service desk report
- Have basic active directory knowledge
- Be able to create user accounts, reset passwords etc
- Log calls in Jira accurately

Desirable skills

- Experience of JIRA
- Experience of ITIL
- Incident Management experience - managing incidents

Benefits

- Pension
- Life Assurance
- Training & Certification
- Social Events


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