Service Desk Analyst (Associate III - Cloud Infrastructure Services)
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Role Description
Service Desk Analyst - Permanent – London based
We are hiring a Service Desk Analyst in London to support a global service desk for one of our key clients.
As a Service Desk Analyst, you will be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.
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 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!
Skills
Excellent Communication, Service Desk Management, Problem Management
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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