226 Help Desk jobs in Birmingham

Service Desk Manager

Purpose of the Role

• Lead all field-based activities, with the authority to challenge or change any related tasks.
• Manage customer accounts and scheduling activities, ensuring optimised routes that maximise engineer efficiency and meet/exceed service level agreements.
• Oversee the Service Desk and Field Service teams to ensure operational success.
• Drive customer satisfaction while maintaining a strong focus on health, safety, quality, and colleague engagement.
• Be a proactive, motivated, and customer-focused leader with excellent communication skills

Key Responsibilities for Service Desk Manager

• Work with Operations Director, Senior Management, and Field Teams to plan resources effectively and meet service targets.
• Schedule routes for Field Service Engineers to minimise travel time, maximise productivity, and meet customer expectations.
• Apply engineering best practices to ensure efficient and effective service delivery using root cause methodology.
• Review KPIs, unplanned work, and backlogs to optimise team performance.
• Provide clear communication, feedback, and coaching to Service Desk and Field Service colleagues.
• Deliver direct line management, motivating the team and ensuring best practices and tools are consistently applied.
• Share divisional updates and business communications with Field Service teams.
• Ensure quality control and health & safety requirements are met.
• Produce and analyse performance reports.
• Recommend and implement improvements in scheduling, process efficiency, and cost reduction.
• Lead the development of scheduling strategy and field-based operations.
• Test and implement improvements to scheduling software and related processes.
• Ensure customers consistently receive excellent service delivery across all regions.

Skills & Knowledge Required

• Advanced scheduling knowledge and IT literacy, with a strong interest in technological solutions.
• Analytical and numerate, able to propose flexible alternatives and drive continuous improvement.
• Strong interpersonal and communication skills, with the ability to simplify complex information.
• Highly organised, able to prioritise and meet deadlines under pressure.
• Assertive with the ability to coach, train, and influence others.
• Positive, proactive, and resilient, turning setbacks into opportunities for growth.
• Knowledge of health & safety in the workplace.
• Familiarity with performance management and staff development practices.

Role: ICT Service Desk Operative

Location: Leamington Spa

Rate: 16.13 p/h inside ir35

Duration: 3 Months initial contract

Hays Technology is looking for a service desk analyst to join an exciting client's team.

What you will be doing:

• To provide instruction and advice to systems users via the telephone and remote support software
• To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.
• To triage, categorise and prioritise all incidents presented via the employee self-service portal
• To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.
• Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary

What we are looking for:

• A graduate looking to start their IT career or someone who has previous service desk experience
• Good communication Skills
• Customer service experience
• Team working experience

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

• Leading, developing, and inspiring our Service Desk Analysts, ensuring excellent customer service at every interaction.
• Acting as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise.
• Driving service improvements by optimising processes, documentation, and knowledge sharing.
• Managing end-to-end IT asset lifecycle, ensuring compliance, governance, and effective use of tools like Microsoft Intune and Defender.
• Overseeing vendor and contractor performance, supporting procurement discussions, and ensuring value for the business.
• Monitoring key service metrics and taking proactive steps to improve them.
• Representing the Service Desk in senior IT forums, project service transitions, and Change Advisory Boards.
• Ensuring IT services align to the ITIL framework, with robust documentation and regular reviews.

• Proven experience leading a customer-focused IT team in a multi-site environment.
• Strong understanding of service management tools, asset management, and vendor governance.
• Knowledge of ITIL processes 
• Technical knowledge across IT hardware, software, networks, telephony, and business applications - mainly Microsoft experience, within a hybrid Cloud environment.
• A track record of delivering service improvements, using automation and innovation to enhance user experience.
• Confident communicator who can influence at all levels and represent IT effectively across the organisation.

Role: ICT Service Desk Operative

Location: Leamington Spa

Rate: 16.13 p/h inside ir35

Duration: 3 Months initial contract

Hays Technology is looking for a service desk analyst to join an exciting client's team.

What you will be doing:

• To provide instruction and advice to systems users via the telephone and remote support software
• To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded.
• To triage, categorise and prioritise all incidents presented via the employee self-service portal
• To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.
• Ensure that all incidents are monitored according to the appropriate SLA or Support Agreement and that concerns are escalated as necessary

What we are looking for:

• A graduate looking to start their IT career or someone who has previous service desk experience
• Good communication Skills
• Customer service experience
• Team working experience

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

• Leading, developing, and inspiring our Service Desk Analysts, ensuring excellent customer service at every interaction.
• Acting as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise.
• Driving service improvements by optimising processes, documentation, and knowledge sharing.
• Managing end-to-end IT asset lifecycle, ensuring compliance, governance, and effective use of tools like Microsoft Intune and Defender.
• Overseeing vendor and contractor performance, supporting procurement discussions, and ensuring value for the business.
• Monitoring key service metrics and taking proactive steps to improve them.
• Representing the Service Desk in senior IT forums, project service transitions, and Change Advisory Boards.
• Ensuring IT services align to the ITIL framework, with robust documentation and regular reviews.

• Proven experience leading a customer-focused IT team in a multi-site environment.
• Strong understanding of service management tools, asset management, and vendor governance.
• Knowledge of ITIL processes 
• Technical knowledge across IT hardware, software, networks, telephony, and business applications - mainly Microsoft experience, within a hybrid Cloud environment.
• A track record of delivering service improvements, using automation and innovation to enhance user experience.
• Confident communicator who can influence at all levels and represent IT effectively across the organisation.

Plant & Tools

Our well established client is looking to expand their Service Desk with a Tier 2 Engineer. You must have experience working with a Managed Service Provider.

Are you an experienced tier 2 Service Desk Engineer who is looking for an exciting new opportunity to join our client who are continuing to grow with progression opportunities within their technical team? Our client is a growing family-run business, providing managed IT services to a diverse range of customers across the whole of the UK and globally, including America, China, Italy, and Dubai. They take pride in a strong company culture, investment in technology, and commitment to supporting their team's professional growth.

The Role:
We are looking for an experienced Tier 2 Service Desk Engineer to join a growing team. The successful candidate must have experience working in a Managed Service Provider (MSP) environment and be comfortable dealing with a wide variety of IT challenges, including networking. This role is an excellent opportunity to work with a diverse client base, ranging from corporate businesses to football clubs, where technology plays a crucial role in their operations.

Benefits:

• Holidays: 20 days annual leave + bank holidays + 3 extra days at Christmas
• Flexible working: After 6-month probation, hybrid working (3 days in office, 2 days from home)
• Pension scheme
• Career progression opportunities: Technical team of eighteen with pathways to advance within Tier 3, field engineering, and specialist roles.
• Company socials: Team activities such as go-karting, NQ64 gaming bar nights, charity quiz nights, Christmas parties.
• Football industry exposure: Investment in football clubs, early access to cutting-edge VR, digital displays, tills, hospitality, venue technology etc.
• West Bromwich hospitality box access for employees.
• Community and Charity Involvement

Key Responsibilities for the Tier 2 Service Desk Engineer:

• Provide Tier 2 technical support, troubleshooting issues and resolving complex IT queries.
• Support a diverse range of customers across multiple industries.
• Work closely with Tier 1 engineers and escalate issues to Tier 3 when necessary.
• Assist in networking tasks and infrastructure support.
• Time and a half if you are working matchdays.
• Work collaboratively with the wider technical team, including field engineers.
• Participate in knowledge sharing to help up skill members of the team.
• Ensure timely and professional communication with clients

Requirements of the Tier 2 Service Desk Engineer:

• Proven experience in an MSP environment is essential.
• Strong technical troubleshooting skills.
• Experience in networking and infrastructure support.
• Proficiency with Windows Server, Active Directory, Office 365, and Microsoft Exchange.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Knowledge of firewalls, routers, and switches.
• Experience with remote monitoring and management (RMM) tools.
• Familiarity with backup and disaster recovery solutions.
• Ability to work independently and as part of a team.
• Excellent communication and problem-solving skills.
• A proactive and customer-focused approach.
• Flexible to attend match day on site response, which will be paid at time and a half.

This is an exciting opportunity to be part of a dynamic and innovative business that values its employees and provides fantastic career progression.

Plant & Tools

Our well established client is looking to expand their Service Desk with a Tier 2 Engineer. You must have experience working with a Managed Service Provider.

Are you an experienced tier 2 Service Desk Engineer who is looking for an exciting new opportunity to join our client who are continuing to grow with progression opportunities within their technical team? Our client is a growing family-run business, providing managed IT services to a diverse range of customers across the whole of the UK and globally, including America, China, Italy, and Dubai. They take pride in a strong company culture, investment in technology, and commitment to supporting their team's professional growth.

The Role:
We are looking for an experienced Tier 2 Service Desk Engineer to join a growing team. The successful candidate must have experience working in a Managed Service Provider (MSP) environment and be comfortable dealing with a wide variety of IT challenges, including networking. This role is an excellent opportunity to work with a diverse client base, ranging from corporate businesses to football clubs, where technology plays a crucial role in their operations.

Benefits:

• Holidays: 20 days annual leave + bank holidays + 3 extra days at Christmas
• Flexible working: After 6-month probation, hybrid working (3 days in office, 2 days from home)
• Pension scheme
• Career progression opportunities: Technical team of eighteen with pathways to advance within Tier 3, field engineering, and specialist roles.
• Company socials: Team activities such as go-karting, NQ64 gaming bar nights, charity quiz nights, Christmas parties.
• Football industry exposure: Investment in football clubs, early access to cutting-edge VR, digital displays, tills, hospitality, venue technology etc.
• West Bromwich hospitality box access for employees.
• Community and Charity Involvement

Key Responsibilities for the Tier 2 Service Desk Engineer:

• Provide Tier 2 technical support, troubleshooting issues and resolving complex IT queries.
• Support a diverse range of customers across multiple industries.
• Work closely with Tier 1 engineers and escalate issues to Tier 3 when necessary.
• Assist in networking tasks and infrastructure support.
• Time and a half if you are working matchdays.
• Work collaboratively with the wider technical team, including field engineers.
• Participate in knowledge sharing to help up skill members of the team.
• Ensure timely and professional communication with clients

Requirements of the Tier 2 Service Desk Engineer:

• Proven experience in an MSP environment is essential.
• Strong technical troubleshooting skills.
• Experience in networking and infrastructure support.
• Proficiency with Windows Server, Active Directory, Office 365, and Microsoft Exchange.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Knowledge of firewalls, routers, and switches.
• Experience with remote monitoring and management (RMM) tools.
• Familiarity with backup and disaster recovery solutions.
• Ability to work independently and as part of a team.
• Excellent communication and problem-solving skills.
• A proactive and customer-focused approach.
• Flexible to attend match day on site response, which will be paid at time and a half.

This is an exciting opportunity to be part of a dynamic and innovative business that values its employees and provides fantastic career progression.