IT Client Service Desk Analyst

Evri; Morley; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Evri is seeking an IT Client Service Desk Analyst for a 14-month fixed-term contract. You will be the first point of contact for IT support, delivering a seamless client experience while meeting SLAs.

You'll work remotely with occasional travel to Morley as required, providing first-line IT support across multiple channels and logging incidents in ServiceNow. Strong communication and problem-solving skills are essential.

Qualifications

• Experience delivering first-line IT support to clients or end-users.
• Familiarity with ITIL processes and IT service management tools.
• Certification such as ITIL Foundation or CompTIA A+ is advantageous.
• Strong troubleshooting skills and a customer-first approach.
• Excellent communication and ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide timely and professional IT support to clients across multiple contact channels.
• Log, track and resolve incidents and service requests using ServiceNow, ensuring SLA compliance.
• Troubleshoot technical issues and identify effective resolutions or appropriate escalations.
• Take ownership of support requests from start to finish, ensuring excellent customer service.
• Maintain accurate client records and profiles while ensuring GDPR compliance.
• Keep detailed records of interactions, updates and resolutions within ServiceNow.
• Contribute to knowledge base articles and support continuous service improvement.
• Build strong working relationships with clients, internal teams and third-party suppliers.]
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Skills

Service Desk

ITIL Foundation

CompTIA A+

Troubleshooting

Customer Service

ServiceNow

Tools

ServiceNow

Job description

Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands- Evri , Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8 to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.

IT Client Service Desk Analyst 14 Month Fixed Term Contract Remote Working with Travel to Morley as Required

Want to be the first point of contact for IT support and help deliver an exceptional client experience? At Evri , technology plays a vital role in keeping our business and our customers connected. We’re looking for an IT Client Service Desk Analyst to join our team on a 14 Month Fixed Term Contract, providing first-line IT support to our clients and ensuring technical issues and service requests are resolved quickly and efficiently. If you enjoy problem solving, helping people and working in a fast-paced environment, this could be the perfect opportunity for you. You’ll work closely with clients and internal teams to deliver a seamless support experience while maintaining high service standards and meeting agreed SLAs.

Key Responsibilities

• Provide timely and professional IT support to clients across multiple contact channels.
• Log, track and resolve incidents and service requests using ServiceNow, ensuring SLA compliance.
• Troubleshoot technical issues and identify effective resolutions or appropriate escalations.
• Take ownership of support requests from start to finish, ensuring excellent customer service throughout.
• Maintain accurate client records and profiles while ensuring GDPR compliance.
• Keep detailed records of interactions, updates and resolutions within ServiceNow.
• Contribute to knowledge base articles and support continuous service improvement.
• Build strong working relationships with clients, internal teams and third-party suppliers.

What You’ll Bring

• Previous Service Desk or IT Support experience.
• Experience using ServiceNow or a similar IT Service Management (ITSM) tool.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills with a customer-first approach.
• Ability to prioritise workload and manage multiple tasks in a fast-paced environment.
• High attention to detail and commitment to data accuracy.
• IT-related qualifications or certifications such as ITIL Foundation or CompTIA A+ would be advantageous.
• Experience within a logistics or supply chain environment would be beneficial but not essential.

Why Evri ?

At Evri , you’ll join a supportive and collaborative team where your work has a direct impact on the experience of our clients and customers. You’ll have the opportunity to develop your technical skills, gain exposure to a variety of technologies and help deliver a first-class IT support service. We are Evri . Where everyone is welcome. We’re excited for the future. Let’s shape it together.

Everyone Belongs at Evri Group

We’re committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed. As a Disability Confident Committed Employer, a Silver-accredited Inclusive Employer, and through our partnership with Scope, we’re working to make our workplace and recruitment process more accessible for everyone. We encourage candidates to request adjustments at any stage of the recruitment process and there are touchpoints through the application process to do so. Every application is reviewed by a member of our Talent Acquisition team meaning that we don’t use AI to screen candidates. At Evri Group, we’re building an environment where everyone can be themselves and thrive.

Originally posted on Himalayas