Service Desk Analyst - Flexible Hours & Career Growth

Sword Services Greece S.A.; Glasgow; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Flexible working

Career development

Pension scheme

Private healthcare

Employee assistance programme

Generous annual leave

Job summary

Sword is seeking a Service Desk Analyst in Glasgow to provide high-quality technical support across Managed Services environments, owning incidents from initial triage to resolution or escalation.

You will work with Windows, Microsoft 365, Outlook, Teams, AD/Entra ID, MFA and other business applications, communicating clearly and maintaining accurate ticket records.

This role emphasizes customer focus, service discipline, knowledge sharing and continual improvement within a supportive team.

Qualifications

• Experience in MSP/Managed Services or enterprise Service Desk environments.
• Experience with ITIL-based Incident, Request, Knowledge, Problem and Change Management.
• Experience using ServiceNow or an equivalent ITSM platform.
• Technical knowledge across Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication and MFA.
• Strong troubleshooting and customer-facing skills.

Responsibilities

• Take ownership of incidents and requests from initial investigation through to resolution or escalation.
• Provide effective technical support across customer environments following defined processes and SLAs.
• Maintain accurate ticket records and progress tickets through lifecycle.
• Communicate clearly and manage customer expectations throughout incidents and requests.

Skills

MSP experience

ITIL knowledge

ServiceNow

Windows OS

Microsoft 365

Outlook/Teams

Active Directory

Entra ID

MFA

End user support

Tools

ServiceNow ITSM

Job description

Sword is seeking a Service Desk Analyst in Glasgow to provide high-quality technical support across Managed Services environments, owning incidents from initial triage to resolution or escalation.

You will work with Windows, Microsoft 365, Outlook, Teams, AD/Entra ID, MFA and other business applications, communicating clearly and maintaining accurate ticket records.

This role emphasizes customer focus, service discipline, knowledge sharing and continual improvement within a supportive team.