Service Desk Analyst - Permanent - Leeds based
We are hiring multiple Service Desk Analysts to join our Leeds office, 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
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!