IT Service Desk Analyst

IT Service Desk Analyst

Location: Nottingham City Centre
Working Hours: Rotating shifts between 06:00 and 19:00, with potential on-call coverage until 23:00

About the Role

We are currently working with one of our clients who are looking for a proactive IT Service Desk Analyst to deliver first-class technical support. You'll be the go-to person for resolving IT issues, ensuring smooth day-to-day operations, and maintaining high service standards. This role is ideal for someone who thrives in a fast-paced environment and enjoys problem-solving while providing exceptional customer service.

What You'll Do

• Serve as the initial point of contact for all IT-related queries across the business.
• Log, manage, and resolve support requests in line with agreed processes and service levels.
• Diagnose technical issues using available resources and your own expertise.
• Escalate complex problems to specialist teams when necessary.
• Keep accurate records of incidents and resolutions from start to finish.
• Support change activities by responding quickly and effectively to operational needs.
• Maintain and update knowledge base articles to ensure accuracy and relevance.
• Share insights and mentor colleagues to strengthen team capability.
• Identify opportunities to enhance processes and improve service delivery.
• Ensure compliance with IT policies, security standards, and best practices.

Essential Skills

• Strong interpersonal skills with the ability to communicate clearly and empathetically.
• Excellent written and verbal communication, with attention to detail.
• Analytical mindset and problem-solving ability.
• Flexibility to work rotating shifts between 06:00 and 19:00.
• Hands-on experience with Office 365 and Active Directory.
• Ability to produce clear documentation and maintain accurate records.

Desirable Skills

• Familiarity with ITIL principles or certification.
• Previous experience in a Service Desk or end-user support role.
• Understanding of KPIs, SLAs, and performance metrics.
• Experience using ServiceNow or similar ticketing systems.
• Exposure to third-party vendor management.

Salary is paying up to £28,000 plus benefits and hybrid working schedule.

Candidates must be within a commutable distance of Nottingham City Centre.