Service Desk Analyst
Job Purpose:
To log, manage, and progress Incidents and Requests across the business, supporting the Service Delivery function (including change management and reporting) to ensure smooth and efficient operation of IT services.
Key Responsibilities & Duties:
* Log and document all Incidents and Requests, ensuring accuracy and completeness, and assigning correct priority levels.
* Dispatch Incidents/Requests to the appropriate resolver groups following set procedures.
* Own and follow up on Incidents/Requests, supporting resolution and closure.
* Maintain clear, timely communication with all stakeholders for Incidents, Request Fulfilment, Problems, Changes, Planned Maintenance, and Business Continuity, in line with SLAs.
* Provide professional customer liaison on service-related matters.
* Co-ordinate planned and ad-hoc service work based on agreed priorities.
* Support internal and external responses to service failures or escalated Requests.
* Produce monthly service reports and support service reviews when required.
* Engage with and support change management and reporting processes within the service desk.
* Assist clients by delivering contracted and ad-hoc managed services.
* Meet productivity targets and escalate concerns where necessary.
* Contribute to the smooth running of the team by respecting schedules, submitting holiday requests on time, and completing ad hoc admin tasks.
* Provide occasional support to the Director of People, Change Manager, and Report Analyst as needed.
* Maintain safe working practices and comply with Health & Safety requirements.
* Actively manage own career development and training needs.
Shift pattern:
* 24x7x365 coverage on a 12-hour shift rota: (07:00–19:00) or (19:00–07:00), including weekends and nights.
* Hybrid working may be available after the initial training period.
Experience, Skills & Qualifications:
Essential:
* Self-motivated, enthusiastic, and proactive approach.
* Strong interpersonal skills with a clear, professional, and confident telephone manner.
* Ability to work independently and as part of a wider team.
* Calm, measured approach under pressure and a natural focus on customer excellence.
* Excellent problem-solving skills and a ‘can-do’ attitude.
* Solid understanding of change management and data centre operations.
* Strong verbal and written communication skills, including report writing.
* Business awareness and customer focus.
* Full, clean current driving licence.
* Proven track record of delivering customer satisfaction and achieving results.
Desirable:
* ITIL Foundation Level qualification (or higher).
* At least one year of experience in a Service Desk or Customer Service environment.