Service Desk Analyst

Adecco; England; On-site; GBP 25,000 - 30,000; Full time

Job summary

A staffing agency is seeking a Service Desk Analyst for a 6-month temporary role in Sussex. The role involves providing technical support to users, managing support requests, and maintaining an excellent customer service approach. Ideal candidates should have prior experience in IT Service Desk environments and be flexible in a fast-paced work setting. The position involves working with ServiceNow and Active Directory, where first-line fixes are prioritized.

Qualifications

• Experience working on an IT Service Desk vital.
• Ability to handle conflicting priorities effectively.
• Strong technical support capabilities.

Responsibilities

• Provide technical support via multiple communication channels.
• Manage request fulfilment and project activities.
• Take inbound IT support requests and log them.

Skills

Excellent customer service skills

Experience in IT Service Desk

Ability to adapt quickly in fast-paced environments

Tools

ServiceNow

Active Directory (AD)

Job description

Overview

Adecco is recruiting for a Service Desk Analyst for our client Southern Water in the Sussex area. This is an initial 6‑month temporary role.

You will have experience working on an IT Service Desk, with excellent customer service skills, and you can adapt quickly in a fast‑paced environment with conflicting priorities, always keeping customer service at the forefront of everything you do.

Work hours

Monday – Friday on a rotating weekly shift basis:

• Week 1: 7 am – 3 pm
• Week 2: 8 am – 4 pm
• Week 3: 9 am – 5 pm

Responsibilities

• Working within a team of 8 Service Desk Analysts, you will provide technical support to our user base via telephone, email, self‑service portal and face‑to‑face (70% of time).
• Managing request fulfilment, escalations, ad‑hoc jobs and project activities (30% of time).

Daily activities

• Take inbound IT support requests and log them in ServiceNow.
• Aim for first‑line fixes where possible.
• Escalate unfixable issues to 2nd and 3rd line support.
• Meet internal clients at the desk to assist with hardware and software issues, aiming to resolve at first line.
• Reset passwords using Active Directory (AD).
• Assist users with multi‑factor authentication issues.
• Assist users when new technology is rolled out.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.