Service Desk Analyst — Flexible ITIL Support Expert

Sword Group

York and North Yorkshire

On-site

GBP 26,000 - 34,000

Full time

13 hours ago

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Benefits offered by this job

Personalised Career Development

Flexible working

Excellent Benefits Package

Job summary

Sword Group is seeking a Service Desk Analyst to provide high-quality technical support across Managed Services environments. You will take ownership of incidents and requests, investigate issues, and escalate where needed, ensuring clear communication and adherence to service levels.

The role emphasizes ownership, knowledge sharing and continual improvement to deliver a professional customer experience. The candidate should have MSP/Service Desk experience, ITIL understanding, and hands-on

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.
Practical technical knowledge across Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication, MFA, endpoints and business applications.
Good troubleshooting skills and the ability to follow a structured approach to investigation.
Understanding of ticket lifecycle management, prioritisation, queue control and operational ownership.
Ability to maintain accurate ticket records and produce clear technical information.
Good customer service, communication and stakeholder management skills.
Ability to manage workload, follow agreed processes and meet required timescales.
Strong organisational skills, attention to detail and a willingness to learn.
Commitment to knowledge sharing, service quality and continual improvement.

Responsibilities

Take ownership of assigned Incidents and Requests from initial investigation through to resolution, fulfilment or appropriate escalation.
Provide effective technical support across customer environments, following agreed processes, procedures, service levels and customer commitments.
Investigate and resolve issues within the scope of the Service Desk using a structured and methodical approach.
Ensure tickets are accurately categorised, prioritised, documented and progressed throughout their lifecycle.
Maintain clear ownership of actions, customer communication, technical investigation and next steps.
Recognise when an issue cannot be resolved within the Service Desk and escalates it to the correct resolver team with the required information and evidence.
Monitor assigned work and take action where tickets are ageing, stalled, approaching SLA breach or at risk of impacting the customer.
Remain accountable for the customer experience and the quality of the handover when work is escalated.