Service Desk Analyst

Lorien; Nottingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Salary up to £30,000

Hybrid working model

On-call benefits

Job summary

A leading IT services company is seeking a Service Desk Analyst to provide exceptional technical support in Nottingham. This role offers the opportunity to resolve IT issues and enhance service delivery in a fast-paced environment. Ideal candidates will demonstrate strong problem-solving abilities, excellent communication skills, and experience in IT support. The position includes a salary of up to £30,000 and a hybrid work model, balancing home and office time.

Qualifications

• Experience in a Service Desk or end-user support role.
• Familiarity with ITIL principles or certification.
• Strong interpersonal and communication skills.

Responsibilities

• Serve as the initial point of contact for IT-related queries.
• Log, manage, and resolve support requests.
• Maintain and update knowledge base articles.

Skills

Strong interpersonal skills

Excellent written and verbal communication

Analytical mindset

Problem-solving ability

Hands-on experience with Office 365

Experience using ServiceNow

Flexibility to work rotating shifts

Education

Familiarity with ITIL principles or certification

Previous experience in a Service Desk role

Tools

Active Directory

ServiceNow

Job description

Service Desk Analyst

Location: Nottingham

Working Hours: Rotating shifts between 6:00am and 7:00pm (Plus on‑call rota until 11pm)

We are looking for an IT Service Desk Analyst to deliver first‑class technical support to one of our clients. You’ll be the go‑to person for resolving IT issues, ensuring smooth day‑to‑day operations, and maintaining high service standards. This role is ideal for someone who thrives in a fast‑paced environment and enjoys problem‑solving while providing exceptional customer service.

What You’ll Do

• Serve as the initial point of contact for all IT‑related queries across the business.
• Log, manage, and resolve support requests in line with agreed processes and service levels.
• Diagnose technical issues using available resources and your own expertise.
• Escalate complex problems to specialist teams when necessary.
• Keep accurate records of incidents and resolutions from start to finish.
• Support change activities by responding quickly and effectively to operational needs.
• Maintain and update knowledge base articles to ensure accuracy and relevance.
• Share insights and mentor colleagues to strengthen team capability.
• Identify opportunities to enhance processes and improve service delivery.
• Ensure compliance with IT policies, security standards, and best practices.
• Strong interpersonal skills with the ability to communicate clearly and empathetically.
• Excellent written and verbal communication, with attention to detail.
• Analytical mindset and problem‑solving ability.
• Flexibility to work rotating shifts between 6am and 7pm.
• Hands‑on experience with Office 365 and Active Directory.
• Ability to produce clear documentation and maintain accurate records.
• Familiarity with ITIL principles or certification.
• Previous experience in a Service Desk or end‑user support role.
• Understanding of KPIs, SLAs, and performance metrics.
• Experience using ServiceNow or similar ticketing systems.
• Exposure to third‑party vendor management.

Salary & Benefits

Salary up to £30,000 plus on‑call and further benefits. Hybrid basis: 50/50 home and office time in Nottingham.

Role Details

• Seniority level: Associate
• Employment type: Full‑time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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