Service Desk Analyst: IT Support & Troubleshooting

Maples Group - Legal Services; Leeds; Sur place; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Comprehensive health coverage

Educational assistance and development

Pension plan

Life insurance

Travel insurance

Mental wellness programme

Résumé du poste

The Maples Group is seeking a Leeds-based IT Service Desk Analyst to support the global service desk, handle end-user requests, and resolve incidents with a focus on minimal disruption to business activities. You will log and track tickets, escalate when needed, and contribute to knowledge bases.

Based in our Leeds office, you will work a day shift 8am–4:30pm in a dynamic, professional services environment, leveraging Citrix, ServiceNow and Office 365 to support users across the organization.

Qualifications

• Must have at least two years' experience on a Service Desk.
• A relevant IT Degree is beneficial, but not essential.
• Experience with ITSM ticketing systems (ideally ServiceNow).
• Experience with iManage or similar document management systems.
• Experience troubleshooting business applications and OS.
• Experience supporting MS Office 365, Citrix and Windows 10/11.
• Experience supporting mobile devices, VPN environments.
• Good understanding of ITIL principles.
• Certifications (e.g., CompTIA, CCNA) are a bonus.
• Strong interpersonal, written and verbal communication skills.

Responsabilités

• Provide support of incoming tickets to Global Service Desk via multiple channels.
• Log, track and resolve issues within defined SLAs.
• Escalate incidents with accurate documentation when needed.
• Maintain knowledge base and contribute to service improvements.
• Work collaboratively in a global team and adapt to shift patterns.

Connaissances

Service Desk experience

ITIL knowledge

Strong communication

Team collaboration

Problem solving

Time management

Formation

IT Degree beneficial

Outils

ServiceNow

iManage

Citrix

MS Office 365

Description du poste

The Maples Group is seeking a Leeds-based IT Service Desk Analyst to support the global service desk, handle end-user requests, and resolve incidents with a focus on minimal disruption to business activities. You will log and track tickets, escalate when needed, and contribute to knowledge bases.

Based in our Leeds office, you will work a day shift 8am–4:30pm in a dynamic, professional services environment, leveraging Citrix, ServiceNow and Office 365 to support users across the organization.