Desk Side & Technology Support Analyst
- Location:
-
West Midlands
- Sector:
- Other
- Job Type:
- Contract
- Salary:
- Market related
- Reference:
- SK/R/090926
Role
Our Client has a requirement for a Desk Side & Technology Support Analyst, who will be required to work on a contract basis in Birmingham.
Role Purpose:
The Desk Side and Technology Support Analyst is responsible for resolving all 2nd Line incidents and service requests within their region, combining technical expertise with strong customer service skills.
Job Role Responsibilities:
- Manage and prioritise 2nd line incidents/requests per SLAs, ensuring adherence to best practices.
- Troubleshoot desktop, technology, and telephony issues via Global Service Desk tickets.
- Deploy and track IT hardware/assets in line with standards and workflows.
- Provide regular customer updates and ensure timely issue resolution or escalation.
- Conduct problem analysis to apply temporary/permanent fixes, escalating when needed.
- Maintain equipment rooms and ensure compliance with IT and QSSE standards.
- Support setup of new offices, sites, and projects regionally.
- Manage Service Now stock rooms and handle goods receipting.
- Oversee recycling and disposal of IT equipment per Asset Disposal Policy.
- Act as escalation point for 2nd Line and local service issues.
- Maintain and support conference room IT facilities.
- Liaise with vendors/internal teams to resolve hardware/software issues.
- Review SLA breaches and support reporting for Team Lead.
- Provide cover and support for the Team Lead and team as needed.
- Flexibly support regional operations, including travel and rota coverage.
Experience / Skills / Knowledge / Qualifications:
Essential:
- 4+ years in IT Service Management
- Corporate IT environment experience and SLA-driven performance
- Broad understanding of IS services
- Eligible for regional security clearance
- Fast learner with strong technical adaptability
- Strong customer service and business focus
- Skilled in Excel/databases, data analysis, and reporting
- Valid driving license and willingness to travel
Desirable:
- Microsoft Certification
- ITIL V3/4 Foundation
- Familiarity with Service Now
- Customer service background
- Track record in process improvements
- Fluent English communication skills
- Ability to build relationships with remote teams
- Accountability for services/products
- Effective planning and prioritisation
- Team-oriented and adaptable across technologies
Company information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for IT Support looking for new employment.
As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
