Hybrid Service Desk Analyst — Part-Time (20hrs/wk)

iXceed Solutions; Leeds; Híbrido; GBP 21.000 - 34.000; A tiempo parcial

Descripción de la vacante

iXceed Solutions is seeking an experienced Service Desk Analyst to join our global service desk team in Leeds. The role is hybrid, with 3 days onsite and 2 days remote, and involves delivering high‑quality IT support across the organization.

The ideal candidate has at least 3 years in service desk/IT support, strong 1st/2nd line expertise, solid ITSM knowledge, and proven incident and ticket management experience, along with excellent communication and customer service skills.

Formación

• Minimum 3 years of experience in a Service Desk / IT Support role.
• Strong experience in 1st and 2nd line technical support.
• Good knowledge of ITSM processes, tools and SLA management.
• Experience managing incidents, service requests, escalations and ticket backlogs.
• Excellent communication and customer service skills.

Responsabilidades

• Provide high‑quality 1st and 2nd line IT support to users.
• Manage incidents, service requests and escalations promptly.
• Monitor service levels and meet SLAs for timely resolution.
• Train, mentor and support team members as needed.
• Communicate clearly with customers and internal teams.

Conocimientos

1st/2nd line support

ITSM

Incident management

Customer service

Communication

Ticketing systems

Herramientas

iManage

Intapp Time

Intapp Open

Intapp Walls

Apollo

Descripción del empleo

iXceed Solutions is seeking an experienced Service Desk Analyst to join our global service desk team in Leeds. The role is hybrid, with 3 days onsite and 2 days remote, and involves delivering high‑quality IT support across the organization.

The ideal candidate has at least 3 years in service desk/IT support, strong 1st/2nd line expertise, solid ITSM knowledge, and proven incident and ticket management experience, along with excellent communication and customer service skills.