Job Title

Service Desk Analyst (Tier 1) | Birmingham, fully-onsite | £255 a day inside IR35 | DV ClearPigment are a Change & Transformation Consultancy that deliver critical and complex programs across the public sector. We are currently seeking Tier 1 IT Support Consultants to join our team, to help support our client's network of services across the UK. Our team will work as part of the Customer Service Centre (CSC) on a 24/7 shift rota, answering correspondence via email, telephone and video conference.Our consultants will be required to do the following:Communicate effectively with customers and third parties via telephone, email and video conference on a daily basisLogging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriateHandle enquiries, complaints and escalations from customers and other stakeholdersAble to analyse complex issues and follow established processes and proceduresAssign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third partiesCommunicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learntTake ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standardProvide Service Announcements that are factual and timely as appropriateImportantly, all of our consultants must be able to work 12-hour shifts, covering a 24/7/365 rota.Day shifts are 0700 to 1900 hoursNight shifts are 1900 hours to 0700 hoursPlease note that the 24/7/365 rota will include public holidays, Bank Holidays (Christmas, New Years, Easter, etc)Due to the sensitivity of our work, our consultants must be Sole UK Nationals and hold DV Clearance, and must be able to undergo NPPV3 Clearance if not already held.If this is relevant to your skillset, please apply directly and one of the team will be in touch!