Service Desk Analyst

Key Responsibilities

• Work as part of the shift-based IT Service Desk.
• Receive and handle service requests in line with agreed procedures.
• Provide first-line IT support and troubleshoot user issues.
• Log incidents and service requests while maintaining accurate records.
• Identify, classify, and document incidents and service interruptions.
• Monitor ticket queues and assign incidents to appropriate support teams.
• Ensure SLA compliance by monitoring ticket progress.
• Route out-of-scope incidents to the relevant Service Desk or support teams.
• Coordinate cross-functional ticket resolution to ensure customer satisfaction.
• Maintain high levels of customer service and communication throughout the incident lifecycle.

Required Skills & Experience

• Experience working in a Technical Service Desk or IT Helpdesk environment.
• Hands-on experience with ServiceNow .
• Excellent troubleshooting and analytical skills.
• Strong customer service orientation.
• Ability to explain technical concepts clearly to end users.
• Excellent verbal and written communication skills.
• Ability to prioritize workload and manage multiple tasks effectively.
• Good understanding of Service Desk processes and procedures.
• Strong teamwork and collaboration skills.
• Positive attitude with willingness to learn and adapt to new technologies and processes.

Candidate Profile

• Must be comfortable working in a hybrid environment.
• Must be able to work the assigned early morning shift (7:00 AM BST start).
• Must possess the required language skills for the respective role.
• Must be located within 50 km of Chester, UK.
• Immediate availability or a short notice period is highly preferred.