Join our team
Service Desk Analyst
6 month position
Based Sheffield - Hybrid
Working two shifts Monday – Friday (08.00 – 16.30) and (14.30 – 23.00) including Bank holidays.
Hours may change at request of customer.
Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate. You will be supported with personal development opportunities including training and exposure to new technologies.
Handling and logging calls from end users in ServiceNow.
Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure.
Delivering a great customer experience.
Position Responsibilities
Logging, updating and resolving Incidents and Requests
Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA’s
Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
Creating knowledge articles and IT documentation
Ability to use initiative or work as part of a team to resolve IT issues
