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An exciting opportunity has arisen for a Service Desk Analyst to join a fast-growing technology services provider. This role is perfect for candidates with a passion for customer service, IT support, and service delivery excellence. You'll be part of a supportive, dynamic team handling incident management, change coordination and operational reporting.
Key Responsibilities:
* Log and manage incidents and service requests, ensuring full and accurate documentation
* Assess and confirm priority levels, ensuring information is complete and up to standard
* Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution
* Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance and service interruptions
* Coordinate scheduled and ad-hoc service tasks in line with operational priorities
* Support reporting and change management processes
* Contribute to monthly reviews, performance reports, and service metrics tracking
* Collaborate with various internal functions to deliver contracted and ad-hoc managed services
* Escalate service concerns promptly and maintain consistent productivity
Requirements:
* ITIL Foundation Certification is highly desirable
* Some experience in a service desk or IT customer support environment
* An understanding of service desk procedures and ticketing systems
* Enthusiastic and self-motivated with a genuine interest in service delivery
* Strong communicator with professional telephone and written skills
* Excellent problem-solving skills and ability to stay calm under pressure
* Familiarity with change control and operational data centre tasks is an advantage
Monday - Friday (09:00 - 17:30) with hybrid working options after training/probation.
Please note; you must be eligible for Security Clearance (minimum 5 years UK residency).
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