Service Desk Analyst
Posted 1 day ago by UST
Negotiable
Undetermined
Undetermined
Leeds, England, United Kingdom
Summary: The Service Desk Analyst role is a 1-year fixed-term contract based in Leeds, focused on providing high-quality IT support as the first point of contact for internal users. The position involves troubleshooting common IT issues, logging incidents, and collaborating with teams to enhance service delivery. The role requires working in a 24x7 service desk environment with specific shift patterns. Candidates should possess strong customer service skills and a basic understanding of IT support processes.
Key Responsibilities:
- 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
Key Skills:
- 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
Salary (Rate): undetermined
City: Leeds
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Service Desk Analyst – 1- Year Fixed Term Contract - Leeds based
We are hiring a Service Desk Analyst to join our Leeds office on a 1-year fixed term contract, 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!