Service Desk Analyst

Due to an internal promotion, we are now seeking a Service Desk Analyst to join our dynamic Digital and Data team. 

In this post, you will contribute to the delivery of a Digital and Data support service to WMCA and/or Midland Metro Limited to enable the delivery of objectives to make best use of IT as a business tool, and effectively deliver a "one stop shop" for Digital and Data IT services.

What you will be doing. 

• Resolve incidents, problems or service requests that can be dealt with by 1st and 2^nd line support.
• Assist 3rd line support teams / contractors / suppliers.
• Develop and maintain a strong customer service ethos.
• Work with other members of the MML IT team to ensure the Service Desk is resourced during operational hours (where required).
• Support the other members of the Service Desk team in resolving Digital and Data calls.
• Effectively communicate with colleagues in the wider business, of all levels of seniority and IT proficiency.
• Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user.
• Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress.
• Escalating any potential impacts to service to the Service Manager.
• Develop self-help IT support material.
• Assist in the creation of knowledge base articles to assist in identifying new, common support issues and mechanisms that could be resolved quickly.
• Ensure that standard operating processes and procedures are documented to provide advice and support to users.
• Assist in the ordering process for goods and services and track their progress.

What’s essential.

• Experience within a Digital and Data (IT) support function and troubleshooting issues to a high level.
• Experience of Microsoft Windows 10, Office 365, Exchange Online, Active Directory and familiarity with both remote desktop and service desk applications.
• Experience of IT and telecommunications with an understanding of the concepts and applications.
• Good experience of installing hardware and/or software.
• Experience of routine installations and de-installations of items of hardware and/or software.
• Knowledge of good security practice covering the physical and logical aspects of information products, systems integrity, and confidentiality in line with WMCA security policies and all relevant legislation.
• Excellent knowledge of support issues within a Microsoft desktop environment.
• You will have good understanding of Incident/ Service Request/Problem and Change Management processes (preferably to ITIL V4 Foundation standard).
• Excellent communication skills with a friendly approach to problem-solving.
• A self-motivated individual who can work using their own initiative as well as work well in a team.
• Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.
• Experience of a customer-focused approach; taking ownership of tickets, keeping IT users informed of progress, understanding the business impact, seeking feedback, and always striving to improve.

Location. 

The location for this role is 16 Summer Lane, Birmingham, B19 3SD with at least 3 days a week spent in the office.

How to apply. 

Applying for a role with WMCA is straight forward. Follow these steps to get started.

1. Create your Careers Account. Register with your name, email address, and a password.
2. Build your Profile. Upload your CV to help populate your career and education details.
3. Write your Supporting Statement. Make sure to address each of the required essential criteria.
4. Submit your application. Do one final check and once complete, click submit.

Anonymised Applications.

Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. it’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI) 

We cannot stop anyone from using AI help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application.

Applications that rely too heavily on AI may be rejected during shortlisting. For help on how to write a supporting statement, please visit the FAQs section of our careers site.

Reasonable adjustments.

If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team (careers@wmca.org.uk).

Salary and benefits.

We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• 28 days paid annual leave (with an option to purchase more), giving you have ample time to relax.
• Ethical saving options and healthcare plans.
• Discounted gym membership.
• An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
• 3 days of paid leave each year to volunteer.
• Interest free financing through SmartTech to buy the latest technology
• Discounted shopping with over 2,000 big-name retailers, and more.  

For more information, please visit the benefits page on our career site.

Why join WMCA?

WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.

Creating an inclusive workplace.

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don't fit the traditional "perfect candidate" mould.

We gladly consider part-time, flexible, and job share arrangements, so please don't let these factors deter you from applying

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).