IT Service Desk Analyst Location: Belfast City Centre, Hybrid. Contract: Temporary, full time, 40 hours pw, M-F 8-6, possibility of going perm. Salary: 31-34k pa. About the Role We are seeking a proactive and customer-focused IT Service Desk Analyst to join our growing IT Service Operations team. This position is ideal for someone who is passionate about IT Service Management, committed to excellent customer service, and eager to promote ITIL best practice across the organisation. Working both independently and collaboratively, the IT Service Desk Analyst will support the IT Service Desk Team Lead in ensuring that IT service processes are followed, embedded, and continuously improved. Key Responsibilities Service Management & Process Adherence Support the IT Service Desk Team Lead in ensuring IT service processes are implemented consistently. Champion ITIL principles and reinforce process compliance across the department. Assist in the operation of key ITIL-based processes, including: Incident, Request, Problem, and Change Management; SLA/Contract management; procurement; asset management; service reporting; and continuous improvement. Team Support & Collaboration Engage in knowledge sharing and provide support to colleagues within the IT Service Desk Team. Develop positive working relationships within the wider IT Service Operations team and customer base. Represent the team when required and provide cover for colleagues to ensure service continuity. Customer Service Excellence Deliver a high-quality service experience, taking ownership of customer queries through to resolution. Communicate technical information effectively to non-technical users. Proactively identify opportunities for service improvement. Operational Responsibilities Support the IT Service Desk Team Lead in maintaining service standards, policies, and compliance. Participate in team meetings and contribute to service improvement discussions. Create, edit, and develop information advisories and reports. Undertake additional duties relevant to the role as required. The IT Service Desk Analyst will also work closely with wider IT teams to ensure that adopted services remain ITIL-compliant and customer focused. Essential Criteria Applicants must demonstrate: Experience At least 2 years' recent experience (within the last 4 years) working in an IT Service Desk environment. Experience in: Incident Management Service Request Management SLA Management Skills Strong troubleshooting ability. Proven track record of excellent customer service and relationship building. Ability to collaborate effectively with colleagues and customers. Assessed at Interview Strong MS Office proficiency. Effective time management and ability to work under pressure. Excellent planning, organisation, and attention to detail. Strong written, verbal, interpersonal, and influencing skills. Analytical and problem-solving capability. Successful candidates will be required to obtain or maintain ITIL Foundation certification. How to Apply If you are an experienced IT Service Desk Analyst who is ready to take the next step in your IT career, contact VANRATH for a confidential conversation, or click Apply to share your CV. Skills: Troubleshooting MS Office Incident Management Service Requests Communication ITIL