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Service Desk Analyst

1 month ago

Leicestershire, United Kingdom Fruition IT Full time

Job Title: Service Desk Analyst
Location: Leicester, UK
Salary: £27,000 + Excellent Benefits

Why Apply?

Are you passionate about providing top-tier technical support? As a Service Desk Analyst, you'll be a key part of the dedicated IT service team, delivering exceptional support across the organization. This permanent role offers a unique opportunity to enhance service operations, support compliance, and ensure customer satisfaction.

Service Desk Analyst Responsibilities

  • Technical Support: Provide first-line technical support to end-users, ensuring issues are resolved efficiently and effectively.
  • Process Adherence: Follow established processes to ensure service quality and user satisfaction.
  • Stakeholder Communication: Maintain clear communication with stakeholders regarding service performance and any issue escalations.
  • User Training and Support: Assist in user onboarding and provide guidance to promote self-service and reduce recurring issues.
  • Incident and Request Management: Manage incidents, problems, and requests in line with service level expectations, ensuring timely resolution and prioritisation.

Service Desk Analyst Requirements

Essential:

  • Strong knowledge of ITIL or similar ITSM frameworks (incident, problem, and change management).
  • Familiarity with KPIs, SLAs, and reporting tools to evaluate service performance.
  • Excellent verbal and written communication skills.
  • Good understanding of enterprise IT systems.
  • Self-driven with a strong sense of urgency and accountability.

Desirable:

  • ITIL v4 certification.
  • Experience in service metrics reporting

What's in it for Me?

  • Professional Development: Access to ongoing training and career growth opportunities.
  • Benefits: Comprehensive healthcare packages and additional employee benefits.
  • Work Environment: Based at our Leicester Head Office within a supportive and collaborative IT team.
  • Impactful Role: Contribute to improving service desk operations and enhancing service quality.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.