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