Service Desk Analyst - Flexible Work & Career Growth

Sword Group; Glasgow; Vor Ort; GBP 26.000 - 38.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Flexible working

Private health

Pension scheme

Employee assistance programme

Zusammenfassung

Sword Group is seeking a Service Desk Analyst to provide high-quality technical support across our Managed Services environments. You will own incidents, investigate issues, resolve where possible and escalate when needed, while maintaining accurate records and professional customer interaction.

The role emphasizes structured problem solving, knowledge sharing and continual service improvement within a collaborative Service Desk Operations team.

Qualifikationen

• Experience working within an MSP, Managed Services or enterprise Service Desk environment.
• ,
• ,
• ,
• ],
• job_responsibilities_description [
• Too many items; placeholder

Aufgaben

• 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 expand 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.
• Provide professional, clear and timely communication throughout the Incident or Request lifecycle.
• Treat customers with respect and demonstrate care and attention in every interaction.
• Understand the impact of technical issues on the customer, their users and the wider service.
• Set realistic expectations and ensure customers are kept informed of progress, actions and changes to timescales.
• Build customer confidence through ownership, accuracy and consistent follow-through.
• Manage difficult or sensitive interactions calmly and professionally.
• Understand customer commitments and service levels and ensure they are reflected in day-to-day activity.
• Raise risks to service quality, customer experience or operational performance at the earliest opportunity.
• Create and maintain accurate knowledge articles, technical documentation, work instructions and ticket records.
• Use available knowledge and approved procedures to support consistent and effective resolution.
• Identify knowledge gaps, recurring incidents, avoidable contacts and opportunities to improve first-time resolution.
• Contribute to Problem Management, Continual Service Improvement and service optimisation activities.
• Share useful technical knowledge, lessons learned and customer information with colleagues.
• Support the introduction of new services, technologies, procedures and customer requirements into Service Desk Operations.
• Provide constructive feedback where processes, tools or ways of working are not supporting effective service delivery.
• Remain open to learning, developing technical capability and improving the way work is completed.
• Work collaboratively with Service Desk colleagues, Customer Operations, Technical Services and other resolver teams.
• Provide clear and useful handovers, updates and technical information to support continuity of service.
• Support colleagues during periods of high demand, major incidents or operational pressure.
• Ask for support when required and share information that may help others resolve issues more effectively.
• Follow agreed team standards and contribute positively to the Service Desk culture.
• Take responsibility for personal development and build the technical and service knowledge required for the role.
• Act as a reliable and professional member of the Service Desk Operations team.

Kenntnisse

MSP experience

Technical support

ITIL

ServiceNow

Windows

Microsoft 365

Outlook

Teams

Active Directory

Entra ID

MFA

End-user support

Ticket lifecycle

Customer service

Stakeholder management

Workload management

Documentation

Knowledge sharing

Tools

ServiceNow

Jobbeschreibung

Sword Group is seeking a Service Desk Analyst to provide high-quality technical support across our Managed Services environments. You will own incidents, investigate issues, resolve where possible and escalate when needed, while maintaining accurate records and professional customer interaction.

The role emphasizes structured problem solving, knowledge sharing and continual service improvement within a collaborative Service Desk Operations team.