Service Desk Analyst — Flexible Hours, Customer Impact

Sword Group; Manchester; Sur place; GBP 22 000 - 31 000; Plein temps

Avantages offerts par ce poste

Flexible working

Competitive salary

Pension scheme

Private health

Résumé du poste

Sword Group is seeking a Service Desk Analyst to deliver high-quality technical support across our Managed Services environments in the UK. You will own Incidents and Requests from investigation to resolution, adhering to SLAs, documenting thoroughly and escalating where necessary.

The role emphasizes structured problem-solving, strong customer communication and collaboration with resolution teams to maintain service quality and continuous improvement.

Qualifications

• Experience in MSP/Managed Services enterprise Service Desk environments.
• Ability to manage Incidents and Requests through investigation, resolution or escalation.
• Understanding of ITIL-based Incident, Request, Knowledge, Problem and Change Management.
• Experience using ServiceNow or an equivalent ITSM platform.
• Knowledge of Windows, M365, Outlook, Teams, AD, Entra ID and MFA.

Responsabilités

• Take ownership of Incidents and Requests from investigation to resolution or escalation.
• Provide effective technical support following processes, SLAs and commitments.
• Investigate and resolve issues using structured, methodical approaches.
• Ensure tickets are correctly categorized, prioritized, documented and updated.
• Maintain clear ownership of actions and communication.
• Escalate to resolver teams when needed with proper information.
• Monitor queues and act on ageing or SLA-risk tickets.
• Own handover quality for escalated work.

Connaissances

MSP Experience

SLA Experience

Incident Management

ITIL knowledge

ServiceNow

Windows & M365

Troubleshooting

Ticket lifecycle

Ticket documentation

Customer service

Workload management

Organization

Knowledge sharing

Formation

ITIL qualification

Outils

ServiceNow ITSM

Description du poste

Sword Group is seeking a Service Desk Analyst to deliver high-quality technical support across our Managed Services environments in the UK. You will own Incidents and Requests from investigation to resolution, adhering to SLAs, documenting thoroughly and escalating where necessary.

The role emphasizes structured problem-solving, strong customer communication and collaboration with resolution teams to maintain service quality and continuous improvement.