Service Desk Analyst - Up to £36K PA - East Kilbride - Hybrid (4 DPW On-Site)
Location: East Kilbride - Hybrid (4DPW on‑Site)
Salary: £30‑36K Per Annum
Benefits: Discretionary bonus, healthcare, pension, life assurance, hybrid working, career development, and regular team events
The Client
We are partnering with a growing technology business delivering complex software solutions to customers across the UK. With an established customer base, a strong market presence and a focus on service excellence, they are looking to strengthen their Service team with the addition of a Service Desk Analyst. This is an opportunity to join a collaborative organisation where you'll have real ownership, exposure to a variety of technologies and the chance to contribute to both operational improvements and key business projects.
The Candidate
You will have experience working within a Service Desk, Application Support, IT Support or Technical Support environment, ideally within a software, SaaS or technology‑led business. You'll be customer‑focused, highly organised and comfortable managing multiple priorities in a fast‑paced environment. Experience working within ITIL‑based processes, handling incidents, problems and service requests is essential, alongside the ability to communicate effectively with both technical and non‑technical stakeholders. We're looking for someone who takes ownership, enjoys solving problems and has a proactive approach to service delivery and continuous improvement.
The Role
We're looking for a proactive and customer‑focused Service Desk Analyst to support the delivery of critical software services used by customers across the UK. Working closely with the Service Manager and wider technical teams, you'll play a key role in maintaining service quality, resolving operational issues and driving continual service improvements. This is a varied role combining service operations, customer support and project coordination responsibilities. Alongside supporting day‑to‑day service delivery, you'll take ownership of coordinating an upcoming office relocation project from East Kilbride to Glasgow city centre, acting as the on‑site liaison for key stakeholders. Following the move, you'll provide light‑touch facilities coordination support for the office.
Key Duties
* Manage and progress incidents, problems and service requests through to resolution.
* Support customer onboarding activities and project implementations.
* Assist with change management and release management processes.
* Manage and maintain service monitoring solutions.
* Produce, review and present customer‑facing service reports.
* Support the prioritisation of live defects and operational issues.
* Validate and communicate software release notes to customers.
* Work proactively with technical teams to ensure service availability and performance.
* Coordinate office relocation project.
* Liaise with landlords, suppliers, contractors and internal stakeholders.
* Support ongoing office and facilities management activities.
* Contribute to continual service improvement initiatives.
Requirements
* Previous experience within a Service Desk, IT Support, Application Support or Technical Support role.
* Experience working within an ITIL‑based environment.
* Experience operating against customer SLAs.
* Strong customer service and stakeholder management skills.
* Excellent written and verbal communication skills.
* Strong Microsoft Office skills, including Excel, Outlook and Word.
* Ability to explain technical concepts to non‑technical users.
* Strong organisational skills and attention to detail.
* Ability to manage and prioritise multiple tasks effectively.
Nice to Have (Not Essential)
* Application Support experience.
* Experience within a software development or SaaS environment.
* Jira and/or Zendesk experience.
* Experience with incident, problem and change management processes.
* Experience using monitoring tools.
* BI or reporting tool experience.
* Supplier or vendor management experience.
* Experience supporting software releases.
* Knowledge of JavaScript or another scripting language.
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