Service Desk Analyst Location: Birmingham (Hybrid - 3 days in the office) Hours: Full-time, Monday to Friday (37.5 hours per week) Are you passionate about IT support and providing excellent customer service? We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing IT Services & Security team. This is an exciting opportunity to be part of a newly formed function, supporting users and maintaining strong relationships with third-party providers. What you’ll be doing: Act as the first point of contact for all IT-related queries. Diagnose, categorise, and prioritise incidents and service requests. Ensure timely communication and resolutions to support requests. Collaborate with internal teams and external support providers. Contribute to asset management, account administration, and user onboarding/offboarding. Monitor Service Level Agreements (SLAs) and gather user feedback to improve service delivery. Maintain accurate documentation and reporting. What we’re looking for: Experience in a customer-focused role. Entry-level IT qualification or equivalent hands-on experience. Confident communicator with the ability to translate technical terms for a variety of audiences. Strong organisational and troubleshooting skills. A passion for IT and continuous improvement. Familiarity with Service Desk operations and terminology. You’ll thrive in this role if you: Enjoy solving problems and delivering first-time resolutions. Are approachable, empathetic, and a great listener. Can manage multiple tasks and prioritise effectively. Are self-motivated and flexible to meet business needs. Join a forward-thinking team where your voice will be heard and your contributions truly valued. Apply today to be part of something exciting To £32,000 benefits.