Service Desk Analyst - Hybrid Support & ITIL-Driven

ESG Global Ltd; United States; Hybrid; USD 37,000 - 48,000; Full time

Job summary

ESG Global Ltd. is seeking a Service Desk Analyst in Chorley with hybrid work policy. The role involves logging and resolving service desk tickets, prioritising, and coordinating with first/second line teams. Full-time, 37.5 hours per week, with initial in-office training required.

You will work across departments to ensure timely resolutions, maintain knowledge bases, and support ISO27001/9001 compliance. Flexible patterns may be discussed to accommodate individual needs.

Qualifications

• Excellent inter-personal skills and team working capabilities.
• Well proven written and verbal communication skillset, articulate and diplomatic.
• A strong sense of pride and accountability for delivering excellent customer service.
• Detail orientated with an analytical mind set.
• Self-motivated and willing to contribute outside direct areas of responsibility.
• Able to project a professional image.
• Able to work effectively under pressure.
• Able to focus on both detail and accuracy.
• Able to work as part as a team or individually.
• Tactful and diplomatic, able to influence people.

Responsibilities

• Logging and responding to service desk calls & emails submitted to the ESG Service Desk.
• Triage of service desk tickets with correct prioritisation and allocation to first/second line support.
• Monitor and escalate tickets to meet or exceed contracted SLAs.
• Investigate and provide detailed resolutions of first line incidents.
• Collaborate with other departments to ensure timely resolutions.
• Provide courteous, professional, timely responses to customer enquiries on the helpdesk.
• Help build excellent customer relationships.
• Improve efficiencies through automation of issue resolution where possible.
• Identify opportunities to improve ESG products, services or processes.

Skills

Interpersonal skills

Communication skills

Detail oriented

Team player

Work under pressure

Problem solving

Job description

ESG Global Ltd. is seeking a Service Desk Analyst in Chorley with hybrid work policy. The role involves logging and resolving service desk tickets, prioritising, and coordinating with first/second line teams. Full-time, 37.5 hours per week, with initial in-office training required.

You will work across departments to ensure timely resolutions, maintain knowledge bases, and support ISO27001/9001 compliance. Flexible patterns may be discussed to accommodate individual needs.