Service Desk Analyst — Critical IT & NOC Support

Capita; Glasgow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in Glasgow is looking for a Service Desk Analyst to manage customer incidents, ensuring timely resolution and adherence to SLAs. The ideal candidate will have at least 3 years of experience in a Service Desk role within a technical environment, strong communication skills, and an understanding of networking. This full-time, permanent position offers competitive benefits including holiday entitlements and various employee perks.

Benefits

23 days’ holiday (rising to 27)

Company pension and life assurance

Voluntary benefits for lifestyle enhancement

Access to Employee Network Groups

Qualifications

• 3+ years of experience in a Service Desk role, preferably in a technical environment.
• Familiarity with ITIL and working under strict SLAs.
• Demonstrable experience of supporting critical services.

Responsibilities

• Act as first point of contact for customers logging incidents.
• Log incoming incidents within the ITMS system.
• Monitor incidents to ensure they progress in compliance with SLAs.

Skills

Excellent communication skills

Networking knowledge

Organizational skills

Job description

A leading service provider in Glasgow is looking for a Service Desk Analyst to manage customer incidents, ensuring timely resolution and adherence to SLAs. The ideal candidate will have at least 3 years of experience in a Service Desk role within a technical environment, strong communication skills, and an understanding of networking. This full-time, permanent position offers competitive benefits including holiday entitlements and various employee perks.