Service Desk Analyst - Flexible IT Support & Ownership

Sword Group; Newcastle; Sur place; GBP 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

Personalised Career Development

Flexible working

Private health, pension and well-being

Résumé du poste

Sword is a leading provider of business technology solutions and services. The Service Desk Analyst role focuses on high-quality technical support, ownership of incidents, and consistent customer experience across Sword's Managed Services environments.

The successful candidate will manage incidents and requests, follow ITIL-aligned processes, and collaborate across resolver teams to ensure timely resolutions and ongoing service improvements.

Qualifications

• Experience working within an MSP, Managed Services or enterprise Service Desk environment.
• Experience providing technical support within a defined service level and customer commitment framework.
• Practical experience managing Incidents and Requests through investigation, resolution, fulfilment or escalation.
• Understanding of ITIL-based Incident, Request, Knowledge, Problem and Change Management.
• Experience using ServiceNow or an equivalent ITSM platform.

Responsabilités

• Take ownership of assigned Incidents and Requests from initial investigation through to resolution or escalation.
• Provide effective technical support across customer environments, following processes, SLAs and commitments.
• Investigate and resolve issues with a structured, methodical approach.
• Maintain accurate ticket records and clear customer communications throughout the lifecycle.
• Escalate complex issues to the appropriate resolver teams with necessary information.

Connaissances

Incident management

Customer service

ITIL processes

Technical troubleshooting

Service desk ownership

Outils

ServiceNow

Active Directory

Description du poste

Sword is a leading provider of business technology solutions and services. The Service Desk Analyst role focuses on high-quality technical support, ownership of incidents, and consistent customer experience across Sword's Managed Services environments.

The successful candidate will manage incidents and requests, follow ITIL-aligned processes, and collaborate across resolver teams to ensure timely resolutions and ongoing service improvements.