Service Desk Analyst Associate II - Cloud Infrastructure Services

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

We are hiring a Service Desk Analyst 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.

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

• Serve as the first point of contact for IT support, providing excellent customer service.
• Log, track, and update incidents and service requests in Service Now.
• 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.

• Customer service experience (IT or non-IT industry).
• Experience handling IT support calls and troubleshooting technical issues.
• Familiarity with Windows 10, Active Directory, and Service Now 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

Entry level

Full-time

Information Technology

Industries: IT Services and IT Consulting

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