1st line Service Desk Analyst (24x7)

Salary Package: £26,926 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Role: 1st line Service Desk analyst (24x7)

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.

• 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.

Hours: Shift Pattern: Four days on, four days off. Alternating between day and night shifts. Each shift is 12 hours in duration.

Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

• A willingness to learn, develop and grow.