Service Desk Analyst

Job Title: Service & ServiceNow Desk Analyst

Location: Leeds, United Kingdom (Hybrid: 3 days in office, 2 days remote)

About the Role:

We are looking for a dedicated Service & ServiceNow Desk Analyst to join our team in Leeds. This role involves supporting end users, resolving IT issues, and managing ServiceNow tickets to ensure efficient IT operations. You’ll be the first point of contact for IT-related problems and requests.

Key Responsibilities:

• Provide first-line support to end users via phone, email, and ServiceNow.
• Log, track, and resolve incidents and service requests in ServiceNow according to agreed SLAs.
• Troubleshoot hardware, software, and network issues.
• Escalate complex incidents to the appropriate technical teams.
• Maintain accurate records of issues and resolutions.
• Assist in maintaining the ServiceNow knowledge base for self-service.
• Monitor system performance and user feedback to improve service quality.
• Support onboarding and offboarding processes for employees.

Required Skills and Experience:

• 4+ years of experience working in a Service Desk or IT support role.
• Proven experience with the ServiceNow ITSM tool.
• Strong problem-solving and troubleshooting skills.
• Good understanding of IT systems, networks, and applications.
• Excellent communication skills and customer service orientation.
• Ability to work independently and as part of a team.
• Experience in a hybrid working environment is a plus.

Desirable Skills:

• ITIL Foundation certification.
• Knowledge of Microsoft Office 365 and Windows environments.
• Basic networking knowledge.
• Experience with other IT support tools and ticketing systems.

What We Offer:

• Competitive salary.
• Hybrid working model (3 days in office, 2 days remote).
• Training and development opportunities.
• Medical Insurance.
• Friendly and supportive team environment.
• Modern office facilities in Leeds with easy transport access.

We’re grateful for your interest in joining our team. Kindly note that only applicants whose experience and qualifications most closely align with the role will be contacted for the next steps. Thank you for your understanding.