Service Desk Analyst: Flexible, Customer-Focused Support

Sword Group; Glasgow; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Flexible working

Competitive salary

Generous annual leave

Pension scheme

Private health

Well-being programs

Employee assistance programme

Job summary

Sword Group is seeking a Service Desk Analyst to deliver high-quality technical support within our Managed Services environments. You will take ownership of incidents and requests, investigate issues and escalate when needed, ensuring a professional customer experience.

The role emphasizes ITIL-based processes, clear communication, accurate ticketing in ServiceNow, and collaboration with multiple resolver teams to meet SLA targets.

Qualifications

• Experience in MSP/Managed Services preferred.
• Experience in ITIL-based incident, request, knowledge, problem and change management.
• Experience using ServiceNow or equivalent ITSM platform.
• Technical knowledge across Windows, M365, Outlook, Teams, AD, Entra ID, MFA and business applications.
• Strong troubleshooting and ticket lifecycle skills.

Responsibilities

• Take ownership of incidents and requests from investigation to resolution or escalation.
• Provide effective technical support across customer environments, following defined processes and SLAs.
• Investigate and resolve issues with a structured approach and clear documentation.
• Escalate issues to the correct resolver teams with the required information.
• Maintain accurate ticket records and communicate progress to customers.

Skills

MSP experience

ITIL framework

ServiceNow

Windows

Microsoft 365

Active Directory

End-user support

Troubleshooting

Customer service

Ticket management

Education

ITIL qualification

Microsoft certifications

Tools

ServiceNow ITSM

Job description

Sword Group is seeking a Service Desk Analyst to deliver high-quality technical support within our Managed Services environments. You will take ownership of incidents and requests, investigate issues and escalate when needed, ensuring a professional customer experience.

The role emphasizes ITIL-based processes, clear communication, accurate ticketing in ServiceNow, and collaboration with multiple resolver teams to meet SLA targets.