Service Desk Analyst - #2178571

Role – Service Desk Analyst

Location – Leeds UK- Hybrid 3 days a week

Inside IR35

Key Responsibilities and Deliverables

As a Service Desk Analyst, you will be part of a Global Service Desk team providing 24/7/365 support to users across the organization. You will play a key role in ensuring technical issues and service requests are handled efficiently, professionally, and in line with defined service standards.

Shift Pattern

• Monday to Friday
• 4 Hours each day between the hours of 09:00 and 17:00
• Total Hours: 16 in a week

Your key responsibilities include, but are not limited to:

• Proactively monitor service levels, dashboards, and ticket queues to ensure timely response and resolution in accordance with SLAs.
• Identify and analyse trends in recurring incidents or requests, taking appropriate action in line with established policies and procedures.
• Provide technical support and issue resolution for customers by handling and progressing tickets at both 1st and 2nd line levels.
• Work through and reduce ticket backlogs, maintaining a focus on improving service delivery and efficiency.
• Handle incoming calls and service requests at the 1st and 2nd line level, ensuring all interactions are logged accurately and professionally.
• Manage and resolve escalations promptly, delivering a seamless and exceptional “white glove” service experience to clients.

Behavioural Competencies

• Use a variety of impactful communication channels to engage different audiences.
• Maintain high-quality and accurate work, paying attention to detail.
• Identify opportunities for improvement and implement beneficial changes.
• Foster a 'One Team' mindset and collaborate with other teams to enhance service delivery.
• Embrace new ways of working and adapt to setbacks.

Essential Qualifications and Skills

• Minimum of 3 years' experience in a Service Desk role.
• Excellent interpersonal, written, and verbal communication skills.
• Proven ability to train, mentor, and support team members.
• Innovative, self-motivated, and dedicated to improving operational performance.
• Highly organized, structured, and capable of maintaining a positive work environment.
• Attention to detail and ability to meet tight deadlines.
• Competent in risk mitigation and issue resolution.
• Maintain composure in a fast-paced, high-pressure environment.
• Strong understanding of business needs and prioritization of issues.
• Ownership and resolution of issues.
• Strong knowledge of IT service management (ITSM) principles, processes, and tools.
• Strong communication skills to convey technical information to non-technical users.