Customer Service Analyst IT Service Desk

Job Title: Customer Service Analyst IT Service Desk

Location: Oldbury

Job Type: Full-time - 6 Months Initially

Working Pattern: Hybrid 2 days office-based, 3 days from home

Start Date: ASAP

We are recruiting a Customer Service Analyst to join a well-established IT Service Desk team initially for a 6 month period but with a strong chance of renewal.

This is a customer service role in a technical environment. Previous IT experience is not essential the focus is on strong communication skills, organisation, and a professional approach to service delivery.

You will be supporting users with day-to-day IT queries, managing cases through a ticketing system, and working within defined service processes.

• Providing first-line support to internal and external users
• Managing cases through a ticketing system in line with SLAs
• Handling user queries from initial contact through to resolution
• Maintaining accurate system records and documentation
• Escalating issues where appropriate and ensuring timely follow-up
• Managing IT stock and asset records
• Working collaboratively with wider IT teams (Infrastructure, Security, PMO)

• Previous experience in customer service, service desk, helpdesk or similar
• Strong written and verbal communication skills
• Comfortable working in a structured, process-driven environment
• Experience working to SLAs, KPIs or performance targets
• Good attention to detail and organisation
• Professional, reliable, and team-oriented
• Comfortable using IT systems and learning new tools

• MacOS and iOS
• Microsoft and Google environments
• ITSM / ticketing systems
• Active Directory, MDM or endpoint tools

• Hybrid working (2 days office, 3 days from home)
• Structured training and onboarding
• Supportive and professional team environment
• Opportunity to develop a career within IT

If you are a customer-focused professional looking to move into a technical environment with long-term progression, we would welcome your application.

Apply today for immediate consideration.