Service Desk Analyst

Role: Service Desk AnalystLocation: BirminghamRate: (Apply online only) p/dDuration: 3 Months initial contractHays Technology is looking for a service desk analyst to join an exciting client''s team. You will be responsible for delivering high-quality technical support to staff across a diverse range of services and locations. This role will handle incoming support requests, resolve incidents, and contribute to continuous service improvement initiatives, including the development of a centralised knowledge base.What you will be doing:Act as the first point of contact for IT-related queries via phone, email, and ticketing system.Accurately log, categorise, and prioritise incidents and service requests.Troubleshoot and resolve issues related to hardware, software, user accounts, and connectivity.Escalate complex issues to 2nd/3rd line support or external vendors as appropriate.Ensure timely and clear communication with users throughout the ticket lifecycle.Support the Head of IT Operations in developing and maintaining a user-friendly IT knowledge base.Identify recurring issues and contribute to root cause analysis and problem management.Recommend and implement improvements to service desk processes and documentation.Review customer feedback and ticket data to identify trends and improvement opportunities.Maintain accurate asset and configuration records.Collaborate with other IT teams and third-party suppliers to ensure seamless service delivery.Support site visits and remote ..... full job details .....