Job Title: Service Desk Analyst / Engineer
Location: Birmingham, UK
Salary: £27.000 - £32,000

We are hiring for a Service Desk Analyst / Engineer for an established organisation based in Birmingham. This role is crucial in delivering IT support within a Service/Helpdesk team, providing both 1st and 2nd line support to all IT, Communications, and Freight-related systems. The team operates in an ITIL-based environment, resolving technical issues and managing service requests for both onsite and remote users.

As a Service Desk Analyst / Engineer, you will act as the single point of contact for users, handling a range of service requests from individual technical issues to system-wide outages. You will also contribute to device configuration, software deployment, and monitoring system performance.

Responsibilities:

1st Line Support: Log incidents and service requests into the system.
2nd Line Support: Manage and resolve service desk tickets escalated from 1st line support.
Escalation Management: Work closely with teams to ensure efficient incident resolution and customer satisfaction.
System Maintenance: Deploy software updates, manage hardware, troubleshoot printers and scanners, and maintain Active Directory and security permissions.
Documentation: Maintain accurate records, including asset management, stock control, and updating the knowledge base.
Backup Management: Assist with both onsite and cloud-based data backups.
Out-of-Hours Support: Participate in a rota for out-of-hours cover and perform maintenance during off-peak times.Required Skills:

ITIL Foundation (v3-4) and experience in ITIL environments.
Strong knowledge of Windows (10, Server (Apply online only)), Microsoft Active Directory, Office 365, and networking protocols (TCP/IP, DHCP, DNS).
Familiarity with virtualisation (VMware) and cloud platforms (Microsoft Azure).
Experience supporting printers, scanners, and mobile devices (iOS, Android).
Ability to prioritise tasks and work independently in a fast-paced environment.Desirable Skills:

Experience with Supply Chain & Freight systems.
Familiarity with MS SQL, PowerShell, and MS Visio.
Certifications such as ITIL, MCSA, CompTIA A+, or Security+ are beneficial.If you are a Service Desk Analyst / Engineer looking for an exciting opportunity, click 'Apply Now' to learn more and submit your application