Service Desk Analyst

Rullion - Eon; Framwellgate Moor; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services firm is seeking a Service Desk Analyst in Framwellgate Moor to provide IT support. With 2+ years of experience, you will manage support requests and deliver outstanding customer service. Strong knowledge of ITSM tools and excellent communication skills are essential for this full-time, onsite role. Join a dynamic team where customer focus and teamwork are valued.

Qualifications

• 2+ years' experience in an Analyst or Service Desk role.
• Strong knowledge of ITSM tools and telephony systems.
• Hands-on experience with ServiceNow and ITIL frameworks.

Responsibilities

• Be the first point of contact for IT support.
• Provide effective troubleshooting and resolve technical issues.
• Manage and resolve support requests via phone, email, and Teams.

Skills

Communication skills

Customer service

Problem-solving

ITSM tools knowledge

Teamwork

Tools

ServiceNow

Microsoft Office Suite

Job description

Overview

Service Desk Analyst

Location: Onsite - Pity Me, Durham

Contract: 6-Month Contract | Inside IR35

Hours: Full-time | 37 hours per week

Shift Rota: 7:30am-6:00pm Mon-Thu, 7:30am-5:00pm Fri

Responsibilities

• Be the first point of contact for IT support, handling incoming calls, tickets, and messages with confidence and professionalism.
• Provide effective troubleshooting, resolve technical issues, and ensure customers receive an outstanding service every time.
• Manage and resolve support requests via phone, email, and Teams.
• Troubleshoot across Office365, Exchange, Active Directory, and Windows.
• Use ITSM tools (ServiceNow) to log and manage incidents.
• Apply ITIL best practices in a busy Service Desk environment.
• Work collaboratively with the team to deliver high-quality IT support.

Requirements

• 2+ years' experience in an Analyst or Service Desk role
• Strong knowledge of ITSM tools, telephony systems, and Microsoft Office Suite
• Hands-on experience with ServiceNow and ITIL frameworks
• Excellent communication and customer service skills
• The ability to work both independently and as part of a team

Why join us?

This is a fantastic opportunity to bring your IT support experience to a dynamic and fast-paced environment where customer focus, teamwork, and continuous learning are at the heart of what we do.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants