Service Desk Analyst

iXceed Solutions; Leeds; Hybrid; GBP 21,000 - 34,000; Part time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

1st/2nd line support

ITSM

Incident management

Customer service

Communication

Ticketing systems

Tools

iManage

Intapp Time

Intapp Open

Intapp Walls

Apollo

Job description

Founded on the grounds of innovation – iXceed Solutions , is an ISO certified, leader in Talent and Digital recruitment solutions, serving fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more.

Website : www.ixceed-solutions.com

LinkedIn URL : iXceed Solutions | LinkedIn

We are looking for an experienced Service Desk Analyst to join a Global Service Desk team, providing high-quality technical support and ensuring excellent service delivery.

Location: Leeds, UK (Hybrid – 3 days onsite per week)

16 hours per week (Monday to Friday, 4 hours daily between 09:00–17:00)

• Monday to Friday-4 Hours per day between the hours of 09:00 and 17:00-Total Hours: 20
• 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.
• Ability to monitor service levels, resolve issues and prioritize tickets effectively.
• Experience in training, mentoring and supporting team members.

Desirable Skills:

• ITIL v4 certification or relevant experience.
• Microsoft certifications.
• Experience within law firms, professional services or investment banking.
• Knowledge of iManage, Intapp Time, Intapp Open, Apollo or Intapp Walls.