Service Desk Analyst

We are hiring multiple Service Desk Analysts to join our Leeds office, 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:

• 24×7 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!