IT Help Desk / Service Desk Analyst
Location: Birmingham City Centre
Pay: £16.02 per hour
Type: Ongoing Temporary Contract About the Role
Step into a fast-paced, forward-thinking company where your development genuinely matters. Based in modern Birmingham offices, you’ll join an energetic and supportive IT Service Desk team that’s big on training and internal progression. As a 1st Line Support Agent / IT Support Technician, you’ll act as the first point of contact for all corporate and retail IT issues, working within a busy Help Desk / Service Desk environment. The business operates within the alcohol industry, supporting a wide network of retail and corporate systems, so you’ll gain exposure to a dynamic and highly regulated sector. This role is ideal for someone looking to grow a long-term career in IT Support, Technical Support, or Desktop Support, with clear progression into 2nd Line Support.
What You’ll Do
- Provide quick, reliable 1st Line IT Support across corporate and retail systems
- Log and manage incidents using a ticketing system in line with SLA targets
- Support retail POS systems, in-store equipment, payroll applications and business-critical software
- Deliver excellent customer service with a confident and professional phone manner
- Escalate complex issues to 2nd Line Support / Desktop Support Engineers when required
- Work efficiently in a high-volume IT Help Desk environment
What You’ll Bring
- Previous experience in 1st Line Support, IT Help Desk, Service Desk or Technical Support
- Strong problem-solving and troubleshooting skills
- Excellent communication and call-handling ability
- Comfortable supporting Windows OS, Microsoft Office 365 and basic networking issues
- Ability to manage workload in a fast-paced, target-driven environment
- This role requires full flexibility to work shifts between 7:00 AM and 1:00 AM, including weekends and public holidays, on a rotating 4-on, 4-off shift pattern.
Why You’ll Love It
- Competitive pay: £16.02 per hour
- Ongoing training in IT systems and service desk tools
- Fun, social and supportive team culture
- A company that promotes internal progression and IT career development.
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