Job Description Location: Birstall Salary: £23,000 shift allowance Contract Type: Permanent, Full Time Working Style: Hybrid Working Pattern: Rotating shift pattern of 7:00 AM to 7:00 PM, following a 4 days on, 4 days off schedule. We are seeking a dedicated and customer-focused Service Desk Analyst to join our IT managed services team. In this role, you will be the first point of contact for customers, partners, and suppliers, providing exceptional support and resolving technical issues while maintaining high standards of communication. You will be responsible for the initial assessment, triage, research, and resolution of incidents and requests, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded. Key Responsibilities: Efficiently manage, prioritize, and resolve tickets while maintaining clear communication throughout the incident lifecycle. Work within SLA and KPI targets to deliver timely and accurate resolutions. Collaborate with internal teams, third-party suppliers, and vendors to drive issue resolution. Contribute to the maintenance and improvement of the departmental knowledge base. Ensure accurate documentation for all incidents, maintaining data quality and providing regular updates. Support customers with various technologies, monitoring network performance, and providing troubleshooting as needed. Continuously expand your technical knowledge to enhance problem-solving capabilities.