IT Service Desk Analyst
Location: Nottingham City Centre
Working Hours: Rotating shifts between 06:00 and 19:00, with potential on-call coverage until 23:00
About the Role
We are currently working with one of our clients who are looking for a proactive IT Service Desk Analyst to deliver first-class technical support. You'll be the go-to person for resolving IT issues, ensuring smooth day-to-day operations, and maintaining high service standards. This role is ideal for someone who thrives in a fast-paced environment and enjoys problem-solving while providing exceptional customer service.
What You'll Do
1. Serve as the initial point of contact for all IT-related queries across the business.
2. Log, manage, and resolve support requests in line with agreed processes and service levels.
3. Diagnose technical issues using available resources and your own expertise.
4. Escalate complex problems to specialist teams when necessary.
5. Keep accurate records of incidents and resolutions from start to finish.
6. Support change activities by responding quickly and effectively to operational needs.
7. Maintain and update knowledge base articles to ensure accuracy and relevance.
8. Share insights and mentor colleagues to strengthen team capability.
9. Identify opportunities to enhance processes and improve service delivery.
10. Ensure compliance...