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
Only candidates based in UK and eligible to work in UK are allowed