Service Desk Analyst

Rullion - Eon; North East; On-site; GBP 60,000 - 80,000; Full time

Job summary

A dynamic IT services provider seeks a Service Desk Analyst for a 6-month onsite contract in Durham. The role involves providing IT support, managing service requests, and troubleshooting technical issues. Applicants should have over 2 years of experience in a similar role and knowledge of ITSM tools like ServiceNow. This opportunity emphasizes customer focus and teamwork in a fast-paced environment.

Qualifications

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

Responsibilities

• Handle incoming calls, tickets, and messages for IT support.
• Troubleshoot issues across Office365, Exchange, and Windows.
• Log and manage incidents using ITSM tools.

Skills

IT support experience

Customer service skills

Problem-solving

Tools

ServiceNow

Office365

Active Directory

Job description

Overview

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

Are you passionate about delivering exceptional IT support and providing top-class customer service? We're looking for a Service Desk Analyst to join our team on a 6-month contract, working onsite in Durham.

What you\'ll be doing

As a Service Desk Analyst, you\'ll be the first point of contact for IT support, handling incoming calls, tickets, and messages with confidence and professionalism. You\'ll provide effective troubleshooting, resolve technical issues, and ensure customers receive an outstanding service every time.

Your role will include:

• Managing and resolving support requests via phone, email, and Teams
• Troubleshooting across Office365, Exchange, Active Directory, and Windows
• Using ITSM tools (ServiceNow) to log and manage incidents
• Applying ITIL best practices in a busy Service Desk environment
• Working collaboratively with your team to deliver high-quality IT support

What we\'re looking for

We\'d love to hear from you if you have:

• 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.