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.

As a Service Desk Analyst, you will play a key role in ensuring users receive timely, effective, and professional support. This is more than just answering calls or chats, it's about transforming issues into solutions and driving continuous improvement through insight, empathy, and ownership.

• 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 1pm-9pm or 2pm-10pm, 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., Agility.ai / 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 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 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 20 February 2026 11:59pm

• 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.

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.

We’re a product‑driven, cloud‑first organisation delivering real outcomes through modern technology, a digital product‑centric talent model, and a culture rooted in engineering excellence. Our teams work in cross‑functional structures, guided by an outcome‑based delivery approach that accelerates speed, agility, and value.

One that takes…