Service Desk Analyst Birmingham Up to £21,000 dependant on experience Permanent We have an exciting opportunity for an IT Service Desk Analyst to join our Technology Department. If you have customer service experience, then this is a great opportunity to provide first and second-line support to our Head Office in Birmingham and other offices and members of the Wesleyan Group Sales Forces, on IT Hardware, Software, Telecoms and mobile device issues. Areas of Responsibility Receive problems/enquiries from users and resolve using first line investigation and diagnosis wherever practical Log all relevant Incident and Service Request details, allocating categorisation and prioritisation codes in the IT Service Management (ITSM) tool, assigning problems/enquiries as necessary to support groups. Follow the ITIL-based Incident Reporting and Request Fulfilment processes Liaise with 3rd party providers where necessary, logging calls as required and acting as the central point of contact for all stakeholders in the process Carry out technical fixes, perform diagnostics and exchange information as required by 3rd party providers Monitor incident and request progress against SLA targets, liaising with support groups and keeping users informed of progress Escalate potential issues to the IT Service Desk Manager Quality check and close resolved support calls with agreement of user Use remote access software to interrogate end user PCs to identify and rectify technical issues Use detailed knowledge of infrastructure applications such as Active Directory and Citrix to analyse and solve technical issues, and provide appropriate services. Use detailed knowledge of business applications, e.g. point of sale and customer services software, to diagnose and rectify technical and training issues. Update and maintain IT Service Desk documentation including knowledge database Communicate with key users in event of system failures, impending changes and scheduled outages Conduct customer satisfaction call-backs and surveys as agreed You You will be able to demonstrate excellent customer service, keen attention to detail and accuracy with strong PC skills. You will have the ability to work under pressure in a high demand service environment. Strong communication and listening skills and the ability to interpret user problems and requirements. You will also have an IT Degree or equivalent. We are an equal opportunities employer. We are unable to employ anyone who does not have the legal right to live and work in the UK. If you are from outside the EEA and do not possess immigration status which allows you to live and work in the UK, we will be unable to progress your application as Wesleyan are unable to provide sponsorship. Therefore, in the recruitment process all candidates are required to provide the necessary right to work information and documentation. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable. Closing date for CV submissions is 27th February 2019. Feedback on your application will be provided in the week following this date.