Service Desk Analyst

The Service Desk Analyst is responsible for providing first-line IT support to users across locations in the UK and Hyderabad. The role focuses on incident management, first-contact resolution, and service request fulfilment, ensuring minimal disruption to business operations. The analyst serves as the primary point of communication for IT issues, delivering high levels of customer service and adhering to SLAs.

Key responsibilities include logging, categorizing, and resolving incidents; troubleshooting hardware, software, network, and user access issues; escalating complex problems; maintaining documentation; contributing to knowledge base articles; and ensuring compliance with ITIL processes. The role also supports continuous improvement initiatives and assists with reporting on service desk performance.

Candidates should have at least 2-3 year of experience in IT support or service desk roles, familiarity with ITSM tools (JIRA preferred), strong troubleshooting skills (Windows OS, networking fundamentals, Azure/Entra AD), and solid communication and customer service abilities. Attributes such as problem‑solving, teamwork, time management, and adaptability are essential.