We are actively building diverse teams and welcome applications from everyone.
Role: 1st Line Service Desk Analyst
Location: Birmingham - CV2
Contract Type: Permanent
Salary Package: Competitive salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: Four days on, four days off. Alternating between day and night shifts. Each shift is 12 hours in duration.
This structure ensures 24/7 coverage and continuity of service for all supported customers.
Interview Process: 1-stage process: face to face meeting
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
The Secure Service Desk provides critical support across a diverse customer base, delivering services that range from general customer assistance and password resets to proactive alert monitoring and collaboration with Field Services teams.
A core responsibility of the desk is the management of major incidents and Priority 1 (P1) issues. This demands a high level of attention to detail, strong communication skills, and a consistently professional approach under pressure.
Security clearance or the willingness to apply will be required for this role.
Key responsibilities:
1. Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal, and telephone.
2. Engage positively with internal departments, third parties and vendors.
3. Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
4. Schedule Incidents, requests with the end customer.
5. Ensure any relevant issues are updated comprehensibly in the toolset.
6. Engagement with ITIL support teams.
7. Resolve customer technical issues by providing 1st and 2nd line support.
8. Remote installation and configuration of client devices and associated software.
Skills and experience:
1. Experience of delivering great customer service as well as possessing good written and oral communication skills.
2. Possess a basic knowledge of modern IT technologies to include networking and servers.
3. Demonstratable problem-solving skills.
4. Knowledge of IT operating systems.
5. Able to manage time and workload effectively.
6. Strong attention to detail, and able to adapt to business requirements as needed.
7. Understanding of ITIL processes.
8. A willingness to learn, develop and grow.
9. Must be able to obtain the Government and/or Police Security levels required to meet the opera-tional requirements of the role (no caveats) and as per the requirements stipulated in relevant cus-tomer contracts