Service Desk Analyst Hybrid – Leeds Head Office Are you passionate about technology and delivering exceptional customer service? Looking to kick-start or grow your career in IT? Join our dynamic Technology team and become a key part of delivering outstanding support across the business. We’re looking for a Service Desk Analyst who thrives in a fast-paced environment, enjoys solving problems, and takes pride in helping others. What You’ll Be Doing As a Service Desk Analyst, you’ll be the first point of contact for IT support, ensuring a smooth and professional experience for all users. Provide friendly, professional support for IT incidents and service requests Diagnose and resolve issues at first point of contact wherever possible Escalate more complex problems to specialist teams Take ownership of tickets through to resolution Keep users informed with clear and timely communication Log and manage all incidents using ServiceNow Contribute to improving knowledge bases and first-time fix rates What We’re Looking For We’re seeking someone with a customer-first mindset, strong communication skills, and a proactive attitude to learning. Key Skills & Experience Strong customer service and communication skills Logical and structured approach to problem solving Ability to prioritise workload and manage competing demands Basic understanding of IT systems and troubleshooting Familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint) Awareness of networking (WAN/LAN) is beneficial Knowledge of ITIL or IT best practices (desirable, not essential) What You’ll Bring A proactive, positive attitude and eagerness to learn Strong attention to detail and organisation skills Ability to work collaboratively as part of a team Adaptability in a changing environment A genuine passion for delivering excellent service Why Join Us? Great opportunity to start or develop your IT career Exposure to a wide range of technologies and systems Supportive team environment with ongoing development opportunities Clear pathways for career progression Ready to Apply? If you’re motivated, customer-focused, and ready to build your future in IT, we’d love to hear from you. Apply today and take the next step in your Technology career. STRICTLY NO AGENCIES PLEASE We kindly ask that agencies do not contact us regarding this vacancy. We work with a carefully selected and trusted group of recruitment partners. We do not accept unsolicited CVs sent to the recruitment team or directly to a hiring manager. We will not be responsible for any fees related to unsolicited submissions. Who we are Cox Automotive is the world’s largest automotive service organisation. We provide dependable solutions that improve performance and profitability throughout the vehicle lifecycle to manufacturers, fleets, and retailers. Our businesses are organised around our customers’ core needs across vehicle solutions, mobility, remarketing, funding, and retail. The Benefits Benefit 4 Benefit 5 Benefit 6 Testimonials Aneliese Platts Senior Designer “The people that work here are what sets Cox Automotive apart. We genuinely work as a team, and I feel the same level of support everywhere in the business. Working here is like a family away from home, but most importantly we have fun whilst doing it!” Ann Fairbanks Executive PA & Business Support “I wouldn’t be where I am today without Cox Automotive. The company has real culture of learning, pushing the boundaries and making YOU better. It’s all built on strong values that are more than just words, they’re acted on every single day.” Gemma Hepple National Operations Manager “In my nine years here, Cox Automotive has allowed me to learn, grow and hone my skills. There’s a real commitment to inclusion and diversity and today I am proud to be in what was historically perceived to be a ‘man’s’ role.” Documents