Service Desk Analyst

Reed Technology; Liverpool City Region; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology services provider based in Liverpool is seeking a Service Desk Analyst to provide first-line support. This hybrid role requires excellent customer service skills and experience in IT support, particularly with tools like ServiceNow and O365. Successful candidates will manage incident tickets and troubleshoot technical issues in a collaborative environment.

Qualifications

• Experience in 1st Line IT support.
• Familiarity with ITIL practices.
• Knowledge of troubleshooting technical issues.

Responsibilities

• Provide first-line support via phone and email.
• Manage incident tickets and escalations.
• Collaborate with internal and external teams.

Skills

Strong customer service skills

Excellent communication

Problem-solving abilities

Tools

ServiceNow

O365

Windows 10/11

SharePoint

Job description

Overview

Service Desk Analyst

Remote/Liverpool (on site once a week)

150 per day (Inside IR35)

4 months +

A Client Services Analyst is required for our client who are based in Liverpool. This hybrid role supports both clients and internal teams, ensuring top-tier service across a range of client-facing software. If you're passionate about IT support and thrive in a fast-paced, collaborative environment, this could be the perfect fit.

Responsibilities

• First-line support via phone and email
• Incident management using ServiceNow
• Troubleshooting and resolving technical issues
• Managing ticket queues and escalations
• Collaborating with internal and external teams
• Supporting software like O365, Windows 10/11, SharePoint, and more

Experience required

• Strong customer service skills
• Experience in 1st Line IT support
• Excellent communication and problem-solving abilities
• Familiarity with ServiceNow and ITIL practices
• Knowledge of O365, Windows, SharePoint, and client-facing platforms