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.


- 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


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

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email address details from your CV.