Service Desk Analyst
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Service Desk Analyst - Leeds based
We are hiring a Service Desk Analysts to join our Leeds office on a permanent basis, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you’ll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.
Shift Details:
- 24x7 Service Desk based in Leeds
- Shift patterns: 8 AM – 5 PM & 2 PM – 11 PM
The Role:
- Serve as the first point of contact for IT support, providing excellent customer service
- Log, track, and update incidents and service requests in ServiceNow
- Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
- Escalate complex issues to the relevant teams while keeping users informed
- Collaborate with teammates to improve processes and enhance first-time fix rates
- Maintain security and compliance standards in line with IT policies
What you will bring:
- Customer service experience (IT or non-IT industry)
- Experience handling IT support calls and troubleshooting technical issues
- Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
- Basic understanding of the ITIL Framework (certification is a plus)
- Strong problem-solving skills with great attention to detail
- Excellent communication and teamwork skills
- Ability to work under pressure and meet deadlines
If you're looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we’d love to hear from you!
Apply now for a chat with our team!