Service Desk Analyst

Cognizant; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in Manchester seeks a Service Desk Analyst to join their Global Service Desk team. This role involves providing technical support and issue resolution to users, maintaining service levels, and managing escalations effectively. The ideal candidate should have solid service desk experience, exceptional communication skills, and a good understanding of IT service management principles. This position offers an opportunity to contribute to operational efficiency and enhance service delivery in a high-pressure environment.

Qualifications

• Good experience in a Service Desk role.
• Proven ability to train, mentor, and support team members.
• Strong knowledge of IT service management principles.

Responsibilities

• Monitor service levels and ticket queues to ensure timely responses.
• Provide technical support at both 1st and 2nd line levels.
• Manage and resolve service requests and escalations promptly.

Skills

Service Desk experience

Excellent communication skills

Team mentoring and training

Innovative and self-motivated

Attention to detail

Issuances resolution

Understanding business needs

Education

ITIL v4 Certification

Microsoft qualifications

Tools

IT service management tools

Job description

Excellent opportunity for Service Desk Analyst to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Key Responsibilities and Deliverables

As a Service Desk Analyst, you will be part of a Global Service Desk team providing 24/7/365 support to users across the organization. You will play a key role in ensuring technical issues and service requests are handled efficiently, professionally, and in line with defined service standards.

Your key responsibilities include, but are not limited to:

• Proactively monitor service levels, dashboards, and ticket queues to ensure timely response and resolution in accordance with SLAs.
• Identify and analyse trends in recurring incidents or requests, taking appropriate action in line with established policies and procedures.
• Provide technical support and issue resolution for customers by handling and progressing tickets at both 1st and 2nd line levels.
• Work through and reduce ticket backlogs, maintaining a focus on improving service delivery and efficiency.
• Handle incoming calls and service requests at the 1st and 2nd line level, ensuring all interactions are logged accurately and professionally.
• Manage and resolve escalations promptly, delivering a seamless and exceptional "white glove" service experience to clients.

Behavioural Competencies

• Use a variety of impactful communication channels to engage different audiences.
• Maintain high-quality and accurate work, paying attention to detail.
• Identify opportunities for improvement and implement beneficial changes.
• Foster a 'One Team' mindset and collaborate with other teams to enhance service delivery.
• Embrace new ways of working and adapt to setbacks.

Essential Qualifications and Skills

• Good experience in a Service Desk role.
• Excellent interpersonal, written, and verbal communication skills.
• Proven ability to train, mentor, and support team members.
• Innovative, self-motivated, and dedicated to improving operational performance.
• Highly organized, structured, and capable of maintaining a positive work environment.
• Attention to detail and ability to meet tight deadlines.
• Competent in risk mitigation and issue resolution.
• Maintain composure in a fast-paced, high-pressure environment.
• Strong understanding of business needs and prioritization of issues.
• Ownership and resolution of issues.
• Strong knowledge of IT service management (ITSM) principles, processes, and tools.
• Strong communication skills to convey technical information to non-technical users.

Desirable Qualifications

• ITIL v4 Certification or relevant experience.
• Microsoft qualifications.
• Service Desk Institute certification.
• Experience in a large law firm, professional services firm, or investment bank.