Service Desk Analyst

Summary: The Service Desk Analyst role within the Public Sector involves delivering high-quality, customer-focused first-line IT support. This position requires strong problem-solving skills and a commitment to customer service, as analysts will troubleshoot technical issues and manage service requests. The role is part of an ITIL-aligned Service Desk and offers a modern, flexible working environment. Candidates should be enthusiastic and experienced, contributing to the continuous improvement of service delivery.

Key Responsibilities:

• Troubleshoot technical issues reported to Service Desk using available Knowledge Articles
• Ensure Service Requests and Incidents are managed in accordance with Service Level Targets
• Assist with maintenance and contribution of articles to the Service Desk Knowledge Base
• Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk
• Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle

Key Skills:

• Experience in IT support, particularly in a Service Desk environment
• Strong problem-solving skills
• Excellent customer service skills
• Familiarity with ITIL practices
• Ability to contribute to knowledge management and continuous improvement

Salary (Rate): undetermined

City: East Kilbride

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT