Global Service Desk Analyst L1 & L2
Posted 1 day ago by SoCode Limited
£40 Per hour
Inside
Remote
England
Summary: The Global Service Desk Analyst L1 & L2 role involves providing support for service requests within a global organization, primarily through ticket management across the EMEA region. Candidates should have experience in large enterprise systems and be available to start in mid-to-late February. The position is remote and offers an ongoing contract with the potential for permanent placement. Strong communication and problem-solving skills are essential for success in this role.
Key Responsibilities:
- Respond to incoming service requests via email, phone calls, or the support portal
- Monitor and manage the ticket queue to ensure timely resolution
- Review tickets for clarity and completeness, following up with users when needed
- Escalate issues to the appropriate internal teams when required
- Resolve low-severity tickets and low-to-medium complexity requests
Key Skills:
- Strong service desk experience with excellent communication and time management skills
- Ability to handle multiple requests simultaneously
- Strong problem-solving skills with high attention to detail
- Exposure to Freshdesk or other large-scale ticketing systems
- Prior knowledge of any of the following enterprise systems: D365, Salesforce, Oracle, NetSuite
- Experience with ITIL or ITSM best practices
Salary (Rate): £40/hour
City: undetermined
Country: England
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Remote, UK | Service Desk – L1 & L2 | Hourly rate: £20–£40 per hour (inside IR35) Enterprise / Global SupportMust be in UKMust have experiance in Large/Global Enterpsie Systems I’m currently recruiting for two remote contract positions in the UK to join a global support team, handling tickets across the EMEA region. The right candidates will be available to start mid-to-late February and will have experience working within a large or global organisation. They are moving to Salesforce from Netsuit/Oracle - this background will be prefered. This will be an ongoing rolling 6-month contract, with the potential to go permanent if requested and agreed by both sides. Our clients work collaboratively across time zones, systems, and business areas. Whether it's HR, IT, or ERP, they aim to solve problems efficiently and ensure every colleague feels supported. What you’ll doRespond to incoming service requests via email, phone calls, or the support portalMonitor and manage the ticket queue to ensure timely resolutionReview tickets for clarity and completeness, following up with users when neededEscalate issues to the appropriate internal teams when requiredResolve low-severity tickets and low-to-medium complexity requestsPrior experienceStrong service desk experience with excellent communication and time management skillsAbility to handle multiple requests simultaneouslyStrong problem-solving skills with high attention to detailExposure to Freshdesk or other large-scale ticketing systemsPrior knowledge of any of the following enterprise systems: D365, Salesforce, Oracle, NetSuiteExperience with ITIL or ITSM best practices