Job Title: Senior Service Desk Analyst / Engineer (Information Technology)
Location: Birmingham (Office-based)
Salary: £35,000 - £40,000 per annum (depending on experience)
Job Type: Full-Time, Permanent
About the Role:
Our client, a leader in IT services, is seeking a Senior Service Desk Analyst / Engineer to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company’s infrastructure.
Key Responsibilities:
*Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively.
*Act as a single point of contact for users, handling a wide range of technical requests and system outages.
*Provide 1st Line Support by logging incidents and requests into the service desk system when required.
*Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team.
*Handle 3rd Line Support, including networking tasks and project work.
*Escalate incidents and requests as required, working closely with the Service Desk and Development teams.
*Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners.
*Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions.
*Support the administration of on-premises and cloud-based environments (e.g., Azure).
*Provide out-of-hours cover on a rota basis and perform remote maintenance as needed.
*Collaborate with the IT team to support system updates and occasional project implementations.
Key Skills and Requirements:
*Solid experience in an IT service desk role, with knowledge of ITIL processes.
*Proficient in Windows Server (2008-2019), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups.
*Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred).
*Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware.
*Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows).
*Strong problem-solving skills and a customer-focused approach.
*Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable.

Profile:
*Proactive and eager to learn, with a professional and flexible approach to user support.
*Excellent communication skills and the ability to work with users at all levels, including senior leadership.
*A team player with attention to detail and a "can-do" attitude.

How to Apply:

If you’re a skilled IT professional looking to take on a senior support role in a dynamic environment, Apply now or send your CV to
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.