Service Desk Analyst
As a Service Desk Analyst, you bring a service-led approach to delivering services and supporting teams to meet their goals. You'll coordinate with security stakeholders, IT teams, keeping configurations well managed and easy to access when needed. You'll own recurring tasks end-to-end, manage competing priorities and recommend small improvements that reduce friction. Strong performance is shown through consistent delivery, accurate records and effective use of ServiceNow/Jira to track and communicate progress.
What you’ll do day to day
- Support basic network and application troubleshooting for end users
- Monitor systems and alerts, escalating incidents according to runbooks
- Coordinate with vendors for troubleshooting and service requests as needed
- Assist with patching, updates and preventative maintenance to improve reliability
- Respond to support requests, diagnosing issues and documenting outcomes in the ticketing system
Skills and tools to learn
Core skills: prioritisation, customer support, documentation, security mindset, troubleshooting
Software/Platforms: ServiceNow/Jira, Microsoft 365, endpoint/security tools, Azure/AWS basics
Methods/Knowledge: ITIL basics, access management, incident response runbooks
What you can earn
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