IT Help Desk / Service Desk Analyst

1st Line Support Agent / 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.
Opportunities like this don’t stay open for long, submit your application today or get in touch with Gabriele Strazdauskaite on (phone number removed) or (url removed) and secure your place in a growing IT team