Service Desk Analyst - 1- Year Fixed Term Contract - (Associate II - Cloud Infrastructure Services)

Role Description
Service Desk Analyst – 1- Year Fixed Term Contract - Leeds based
We are hiring a Service Desk Analysts to join our Leeds office on a 1-year fixed term contract, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you'll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.
Shift Details

• 24x7 Service Desk based in Leeds
• Shift patterns: 8 AM – 5 PM & 2 PM – 11 PM
  

The Role

• Serve as the first point of contact for IT support, providing excellent customer service
• Log, track, and update incidents and service requests in ServiceNow
• Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
• Escalate complex issues to the relevant teams while keeping users informed
• Collaborate with teammates to improve processes and enhance first-time fix rates
• Maintain security and compliance standards in line with IT policies
  

What You Will Bring

• Customer service experience (IT or non-IT industry)
• Experience handling IT support calls and troubleshooting technical issues
• Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
• Basic understanding of the ITIL Framework (certification is a plus)
• Strong problem-solving skills with great attention to detail
• Excellent communication and teamwork skills
• Ability to work under pressure and meet deadlines
  

If you're looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we'd love to hear from you!
Apply now for a chat with our team!
Skills
Servicedesk,Service now,ITSM