Service Desk Analyst

Nicholas Howard are delighted to be recruiting for a Service Desk Analyst.

This role is fully site based and will require flexibility around working shift patterns once fully trained.

Key Responsibilities:

• Work closely with team members to support daily operations and tasks.
• Help identify, prioritise, and respond to incidents and issues in a timely manner, following clear procedures.
• Use the service management tools to log and update incidents, ensuring information is accurate throughout the process.
• Monitor servers and systems to spot and respond to any issues, using the event management tools.
• Assist specialist teams with resolving technical problems.
• Follow set processes and guidelines to fix incidents and problems.
• Provide updates on ongoing incidents, keeping everyone informed.
• Contribute to updating knowledge articles, helping improve the service desk’s efficiency.
• Help generate reports using data from the service management system.
• Support software rebuilds or deployments following system failures.
• Help with software configuration and deployment tasks.
• Occasionally support shift work and be flexible with shift coverage when needed.
• Assist the Senior Operations Engineer with various tasks, ensuring processes are followed and incidents are handled effectively.
• Work on improving service quality by reviewing incidents and making suggestions for improvements.
• Be proactive in learning new technical skills and knowledge from colleagues.

Required Skills, Qualifications & Experience:

• Previous experience in customer-facing roles, ideally in technical support or service desk environments, demonstrating a willingness to help solve problems and improve customer satisfaction.
• Demonstrates a proactive approach to challenges and can adapt quickly to new situations and technologies.
• Enthusiasm to learn and grow within the IT field, with a willingness to take on new responsibilities and develop new skills.
• Ability to identify simple ways to improve current processes and a willingness to suggest improvements.
• Strong attention to detail with a growing ability to analyse and solve technical issues.
• Comfortable learning new systems, applications, and tools that may not have been used in previous roles.

Should you wish to be considered for this position, please apply below.