Service Desk Analyst; Hybrid

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

The ATSC Service Desk is the front line of support across Northern Ireland—empowering colleagues, enabling seamless operations, and delivering high‑quality, outcome‑driven services.

• Be part of a forward‑thinking support centre driving change across Northern Ireland.
• Work with modern tools and processes that emphasize smart, efficient service delivery.
• Opportunities for ongoing training, development, and progression.
• A supportive culture focused on collaboration, ownership, and delivering value.

• Thrives on helping people and resolving issues.
• Takes ownership and works with purpose.
• Values accuracy, consistency, and great customer experience.
• Enjoys learning and wants to grow within a dynamic support team.

If you bring energy, curiosity, and the drive to deliver exceptional outcomes, you'll fit right in.

Please note:

Typical hours are 1 pm–9 pm or 2 pm–10 pm, however, flexibility is required. Additionally, a rotational weekend shift on a Saturday/Sunday may be required.

• Serve as the first point of contact for all IT related incidents and service requests across the ATSC.
• Deliver outcome‑based support, ensuring each interaction results in clear resolution, progress, or guidance.
• Diagnose, triage, and resolve technical issues, escalating when appropriate.
• Use ITSM tooling (e.g., Service Now or similar platforms) to log, manage, and track tickets accurately.
• Prioritize and manage multiple open issues while maintaining high service quality.
• Communicate effectively with users, translating technical issues into clear, friendly explanations.
• Contribute to knowledge base updates and process improvements.
• Support wider service delivery goals by collaborating with operational teams.

• All applicants must demonstrate they have a legal right to work in the UK for employment state is not providing sponsorship for this vacancy.
• Minimum 1 year’s experience in an IT support or service desk environment.
• Proficient in using IT systems such as Service Now for ticketing or call/chat logging.
• Experience managing a high volume of calls, chats or tickets.

• Familiarity with ITSM tools and service management frameworks (e.g., ITIL).
• Knowledge of Microsoft Entra .

This job does not have supervisory duties.

Job Posting End Date:
Friday 20th February 2026 [11:59pm]

Allstate NI is proud to be Allstate's European Digital Centre of Excellence—recent winners of 'Best Use of Cloud Services' at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.

A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts.

Access to world‑class learning platforms and award‑winning L&D.

Clear career paths, internal mobility, and a strong focus on growth.

A people‑first culture with flexible working options.

Be part of a high‑performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.

Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under‑represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

Applicants should note Allstate NI complete Access

NI background checks on all candidates offered a position.

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