IT Service Desk Analyst

Location: Leeds, UK Hours: Monday to Friday, shifts between 08:00 - 18:00 Salary: Competitive + Benefits

Are you a proactive and customer-focused IT Service Desk Analyst looking to support a fast-paced, global environment? If you thrive on solving problems and ensuring seamless IT experiences for end users, this is a great opportunity to join a collaborative and evolving team.

The Role: You’ll play a key role in a global Service Desk team, offering 1st/2nd line support. Your focus will be resolving incidents efficiently, maintaining high customer satisfaction, and ensuring minimal business interruption. You'll work with modern tools and a strong knowledge base while contributing to service improvement initiatives.

Key Responsibilities:

• Provide prompt and courteous support to global users through multiple channels.

• Log and manage tickets in ServiceNow, keeping users informed throughout.

• Troubleshoot a wide range of hardware, software, and business applications.

• Prioritise and escalate tickets according to urgency and business impact.

• Use tools like Systrack, Citrix, and remote desktop to diagnose and resolve issues.

• Contribute to internal knowledgebases and help refine support documentation.

• Uphold best practices in IT security and ensure compliance with policies.

What You’ll Bring:

• At least 2 years’ experience in a busy Service Desk environment (MSP or professional services ideal).

• Hands-on experience with Office 365, Citrix, Windows 10/11, VPNs, and mobile device support.

• Familiarity with ITSM tools (e.g. ServiceNow).

• Strong troubleshooting skills and the ability to build rapport with users quickly.

• A working knowledge of ITIL principles.

• Positive, can-do attitude with the ability to multitask and work well under pressure.

Desirable (but not essential):

• Certifications such as CompTIA or CCNA.

• Experience with iManage or similar document management systems.

Why Apply? You’ll be joining a supportive, globally connected team with opportunities for professional growth. If you're someone who takes pride in delivering exceptional IT support and wants to make an impact, this could be your next move.