Senior Service Desk Analyst: ITIL, ServiceNow & Support

Sword Group; Glasgow; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Private health and pension

Career development opportunities

Diversity and inclusive culture

Job summary

Sword Group is seeking a Senior Service Desk Analyst to join our Service Desk Operations in the UK. You will own complex incidents and requests, providing senior technical guidance and ensuring high-quality customer outcomes.

In this role you will use ITIL practices, ServiceNow, and strong troubleshooting to deliver timely resolutions while mentoring peers and maintaining service standards across multiple environments.

Qualifications

• Significant MSP/Service Desk experience with enterprise customers.
• Proven ability to manage Incidents and Requests through to resolution.
• Strong ITIL-based knowledge for incident, request, knowledge, problem and change.
• Experience using ServiceNow or an equivalent ITSM platform.
• Strong troubleshooting across Windows, M365, AD/Entra ID, MFA and business apps.
• Ability to document clearly and maintain service records.
• Excellent customer service, communication and stakeholder skills.

Responsibilities

• Take ownership of incidents and requests from investigation to resolution or escalation.
• Provide effective technical support across customer environments following SLAs.
• Investigate and resolve complex issues with structured troubleshooting.
• Maintain ticket quality, categorisation and timely updates throughout lifecycle.
• Escalate appropriately and communicate progress and timescales to customers.
• Coach and support junior staff and contribute to knowledge sharing.

Skills

ITIL knowledge

ServiceNow

Windows & M365

Customer service

Incident management

Ticket lifecycle

Tools

ServiceNow

Job description

Sword Group is seeking a Senior Service Desk Analyst to join our Service Desk Operations in the UK. You will own complex incidents and requests, providing senior technical guidance and ensuring high-quality customer outcomes.

In this role you will use ITIL practices, ServiceNow, and strong troubleshooting to deliver timely resolutions while mentoring peers and maintaining service standards across multiple environments.