Service Desk Analyst

JR United Kingdom; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is hiring multiple Service Desk Analysts to join their Leeds office, providing high-quality IT support for a global service desk. The role involves serving as the first contact for internal users, resolving IT issues, and ensuring seamless issue resolution in a collaborative and fast-paced environment.

Qualifications

• Customer service experience (IT or non-IT industry) required.
• Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool needed.
• Basic understanding of the ITIL Framework is a plus.

Responsibilities

• Serve as the first point of contact for IT support.
• Log, track, and update incidents and service requests in ServiceNow.
• Troubleshoot and resolve common IT issues.

Skills

Customer service experience

Troubleshooting technical issues

Problem-solving skills

Communication skills

Teamwork skills

Tools

ServiceNow

Windows 10

Active Directory

Job description

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Service Desk Analyst, leeds, west yorkshire

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Client:

UST

Location:

leeds, west yorkshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

Service Desk Analyst - Permanent - Leeds based

We are hiring multiple Service Desk Analysts to join our Leeds office, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you’ll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.

• 24x7 Service Desk based in Leeds

The Role:

• Serve as the first point of contact for IT support, providing excellent customer service
• Log, track, and update incidents and service requests in ServiceNow
• Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
• Escalate complex issues to the relevant teams while keeping users informed
• Collaborate with teammates to improve processes and enhance first-time fix rates
• Maintain security and compliance standards in line with IT policies

What you will bring:

• Customer service experience (IT or non-IT industry)
• Experience handling IT support calls and troubleshooting technical issues
• Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
• Basic understanding of the ITIL Framework (certification is a plus)
• Strong problem-solving skills with great attention to detail
• Excellent communication and teamwork skills
• Ability to work under pressure and meet deadlines

If you're looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we’d love to hear from you!