Service Desk Analyst (Associate II - Cloud Infrastructure Services)

UST

  • Leeds
  • Permanent
  • Full-time
  • 2 days ago
Job Description:Service Desk Analyst - Permanent - Leeds basedWe are hiring multiple Service Desk Analysts to join our Leeds office, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you’ll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.Shift Details:
  • 24x7 Service Desk based in Leeds
  • Shift patterns: 8 AM – 5 PM & 2 PM – 11 PM
The Role:
  • Serve as the first point of contact for IT support, providing excellent customer service
  • Log, track, and update incidents and service requests in ServiceNow
  • Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
  • Escalate complex issues to the relevant teams while keeping users informed
  • Collaborate with teammates to improve processes and enhance first-time fix rates
  • Maintain security and compliance standards in line with IT policies
What you will bring:
  • Customer service experience (IT or non-IT industry)
  • Experience handling IT support calls and troubleshooting technical issues
  • Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
  • Basic understanding of the ITIL Framework (certification is a plus)
  • Strong problem-solving skills with great attention to detail
  • Excellent communication and teamwork skills
  • Ability to work under pressure and meet deadlines
If you're looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we’d love to hear from you!Apply now for a chat with our team!Skills:Servicedesk,Service now,ITSMAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST