We are actively building diverse teams and welcome applications from everyone.
Role: 1st line Service Desk analyst (24x7)
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £26,926 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: Shift Pattern: Four days on, four days off. Alternating between day and night shifts. Each shift is 12 hours in duration.
Interview Process: 1-stage process (face-to-face interview)
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.
Shift Pattern:
- The desk operates on a continental shift pattern: 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.
Security clearance or willingness to apply will be required for this role.
Key responsibilities:
- Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
- Engage positively with internal departments, third parties and vendors.
- Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
- Schedule Incidents, requests with the end customer.
- Ensure any relevant issues are updated comprehensibly in the toolset.
- Engagement with ITIL support teams.
- Resolve customer technical issues by providing 1st and 2nd line support.
- Remote installation and configuration of client devices and associated software.
Skills and experience:
- Experience of delivering great customer service as well as possessing good written and oral communication skills.
- Possess a basic knowledge of modern IT technologies to include networking and servers.
- Demonstratable problem-solving skills.
- Knowledge of IT operating systems.
- Able to manage time and workload effectively.
- Strong attention to detail, and able to adapt to business requirements as needed.
- Understanding of ITIL processes.
- A willingness to learn, develop and grow.