Service Desk Analyst

Service Desk Analyst

Location: Rushmere

Department: IT ¦ Pilgrim's Europe

We're looking for a Service Desk Analyst to join our 24/7 European IT Service Desk team, delivering high-quality, customer-focused support across the business. This is an exciting opportunity for someone passionate about technology, service excellence, and continuous learning.

What You'll Do

• Provide first-class IT support across incidents and service requests
• Manage and prioritise tickets within agreed SLAs
• Resolve issues at first point of contact wherever possible
• Support major incidents and VIP requests
• Maintain accurate ticket updates, categorisation and ownership
• Contribute to service improvements and knowledgebase content
• Work closely with wider IT teams to ensure seamless support

What You'll Bring

• Strong customer service and communication skills
• Experience in an IT or technical support environment
• Calm, professional approach in fast-paced situations
• Analytical mindset with strong problem-solving skills
• A flexible, positive team-player attitude
• IT qualifications or ITIL experience (desirable)

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