May be required to work overtime, including weekends, with flexibility in start and finish times, and occasional travel to other sites as and when needed.
At Metro, we don’t just move freight - we move boundaries. Powered by cutting-edge technology and driven by passionate people, we deliver world-class import/export solutions across air, ocean, and road freight, as well as supply chain management and specialist services in retail, manufacturing, automotive and chemical sectors amongst others.
We’re looking for a solutions driven Service Desk Analyst to join our high-performing team based at our Birmingham Business Park HQ.
This role is pivotal in delivering IT support provide 2nd and 3rd line support within the Service/Helpdesk team to all IT, Communications and Freight related systems, ensuring processes and procedures are followed correctly and user requests are dealt with efficiently and effectively.
The department works in an ITIL based service desk environment answering calls, fixing, and escalating faults for on-site and remote users. Team responsibilities include troubleshooting issues through to resolution, configuring devices, installing new software, and monitoring existing systems.
If you thrive in a fast-paced environment, love solving problems, and want to be part of a company that values innovation and growth - this is your next career move
What You’ll Be Doing
As part of our Service Desk & IT team, your role will include:
- Deliver a high standard of customer service as part of the Service Desk, acting as a primary point of contact for users and ensuring timely resolution of all incidents and service requests.
- Own and manage incidents and service requests end-to-end, from initial logging through to resolution, ensuring accurate documentation and adherence to SLAs.
- Provide multi-level technical support (1st, 2nd and 3rd line), including triage, escalation, and specialist troubleshooting across systems, infrastructure and networking.
- Coordinate and manage escalations effectively, ensuring issues are routed appropriately, proactively tracked, and communicated clearly to stakeholders throughout.
- Deploy, configure and maintain hardware, software and end-user devices, ensuring systems are secure, up to date and operating efficiently.
- Support and maintain core IT services including networks, infrastructure, telephony, user access (Active Directory/Exchange), and backup and recovery processes.
- Contribute to continuous improvement, documentation and knowledge sharing, while supporting IT projects, system implementations and overall service performance.
What You’ll Bring
We’re looking for someone who’s not just experienced, but passionate about making an impact. You’ll need:
- Experience working within an ITIL-aligned environment, managing incidents, service requests and escalations while consistently meeting SLA targets and prioritising workload effectively.
- Strong customer-focused approach, with clear communication skills and the ability to support users at all levels within a front-line Service Desk environment.
- Proven experience supporting Microsoft 365 (Office 365), including Outlook configuration and troubleshooting, along with basic triage of Teams, OneDrive and SharePoint issues.
- Solid understanding of identity and access management, including Active Directory / Entra ID user administration (accounts, permissions and groups).
- Broad endpoint and hardware support experience across Windows 10/11 environments, including desktops, laptops, mobile devices, printers/MFDs, and remote support, installation and patching.
- Good foundational knowledge of networking concepts, including TCP/IP, DNS, DHCP and VPN connectivity.
- Strong focus on problem-solving and operational discipline, including accurate ticket management, documentation, asset tracking, backup and recovery processes, and adherence to security best practices.