Service Desk Analyst

I.T. Alliance N.I. Ltd; Sheffield; Hybrid; GBP 28,000; Full time

Job summary

A leading IT support company is seeking an IT Service Desk Analyst in Sheffield. This full-time role involves logging incidents, resolving IT issues, and ensuring a great customer experience while working shifts from 08:00 - 16:30 and 14:30 - 23:00. Candidates should have experience in a Service Desk, strong communication skills, and proficiency in tools like ServiceNow, Office 365, and MS Teams. Competitive salary of £27,600 including shift allowance, with opportunities for personal development and training.

Benefits

Training and development opportunities

Qualifications

• Experience diagnosing and resolving hardware and software issues.
• Ability to work as part of a team or use initiative.
• A professional working attitude.

Responsibilities

• Logging, updating and resolving Incidents and Requests.
• Prioritising and monitoring IT issues.
• Diagnose and resolve IT issues together with other teams.
• Creating knowledge articles and IT documentation.

Skills

Prior experience in a Service Desk Environment

Excellent communication skills (verbal and written)

Good problem-solving skills

Organise workload effectively

Decision-making skills

Tools

ServiceNow

Office 365

MS Teams

SharePoint

Exchange

Job description

Overview

Extended support on evening shift on rota 17:30 - 02:00 may be required as requested. Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate. You will be supported with personal development opportunities including training and exposure to new technologies. Handling and logging calls from end users in ServiceNow Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure Delivering a great customer experience

Responsibilities

• Logging, updating and resolving Incidents and Requests
• Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA's
• Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
• Creating knowledge articles and IT documentation
• Ability to use initiative or work as part of a team to resolve IT issues

Qualifications

• Prior experience in a Service Desk Environment
• Experience diagnosing and resolving hardware and software issues
• Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
• Excellent communication skills (verbal and written)
• Good problem-solving skills
• Organise workload effectively
• Decision-making skills
• A professional working attitude

Additional information

Work matters. It\'s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Location and shift details: Sheffield, South Yorkshire - £27,600 (including Shift Allowance) Full Time. Posted by: I.T. Alliance N.I. Ltd. Posted: Friday, 23 January 2026. Applicants must be eligible to work in the specified location, Permanent - on site - Sheffield - one day per week working from home. Working two shifts Monday - Friday (08.00 - 16.30) and (14.30 - 23.00) including Bank holidays.