Service Desk Analyst

Salary & Benefits: Competitive Salary + Bens

Department / Function: Technical Consultancy

Location: West Midlands

Job Advert Description:

The Role

Our requirement is for an experienced Service Desk Analyst to join our 24*365 Service Desk team based in Solihull, West Midlands

This team provide numerous Service Desk services to various clients including in both the Public and Private Sectors.  This role will report directly to the Service Desk Manager.

The Opportunity

  • Providing excellent customer service with 1st line support via telephone, email and tickets submitted via web portal
  • Resolving 75%+ of all incidents first line
  • End to end management of all Incidents, as well as assisting with management of major incidents
  • End to end management of all service requests and interfacing and managing tickets with third party support groups
  • Providing “How To” guidance
  • Coordinating client site visits for support groups

The Person


  • Passionate about customer service
  • Good experience in a similar role.
  • Experience of ITIL Incident Management and Request Fulfilment
  • Sound technical 1st/2nd Line experience
  • Ability to communicate effectively to users of all levels and technical understanding
  • Ability to multi-task and prioritise own workload
  • Self-motivated with the ability to use own initiative


  • Should have SC level security clearance or willing to go through the process
  • ITIL Foundation v3
  • Working knowledge of Remedy ITSM tool
  • Experience working within Public Sector environments
  • Experience in working in 24*7 shift environments

Join NTT DATA in the UK and you will be joining a growing company where you will be more than just another employee. With an entrepreneurial attitude you will have the opportunity to grow your career and stand out from the crowd. At NTT DATA we help develop innovative business and IT solutions for some of the most respected organisations in the public and private sectors. 

At NTT DATA we place great importance on the value of diversity. The powerful effect of being able to call on a diverse workforce and all the benefits that go with it are central to our culture. It's a core principle that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. We believe that building an inclusive and diverse workplace is essential to our success; we want our people to feel comfortable, be themselves and, as a result thrive.

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