Service Desk Analyst – Leeds based
We are hiring a Service Desk Analyst to join our Leeds office on a permanent basis, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you’ll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.
Shift Details
* 24x7 Service Desk based in Leeds
* Shift patterns: 8 AM – 5 PM & 2 PM – 11 PM
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 the 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
Key Skills
* service desk
* call management
* servicenow
* active directory
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!
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