Job Title: Senior Service Desk Analyst / Engineer (Information Technology)Location: Birmingham (Office-based)Salary: £35,000 - £40,000 per annum (depending on experience)Job Type: Full-Time, Permanent
About the Role:Our client, a leader in IT services, is seeking a Senior Service Desk Analyst / Engineer to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company's infrastructure.
Key Responsibilities:
1. Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.
2. Act as a single point of contact for users, handling a wide range of technical requests and system outages.
3. Provide 1st Line Support by logging incidents and requests into the service desk system when required.
4. Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.
5. Handle 3rd Line Support, including networking tasks and project work.
6. Escalate incidents and requests as required, working closely with the Service Desk and Development teams.
7. Deploy, configure, and maintain softwa...