Service Desk Analyst

Service Desk Analyst

Location:

Nottingham

Working Hours:

Rotating shifts between 6:00am and 7:00pm (Plus on‑call rota until 11pm)

We are looking for an IT Service Desk Analyst to deliver first‑class technical support to one of our clients. You’ll be the go‑to person for resolving IT issues, ensuring smooth day‑to‑day operations, and maintaining high service standards. This role is ideal for someone who thrives in a fast‑paced environment and enjoys problem‑solving while providing exceptional customer service.

• Serve as the initial point of contact for all IT‑related queries across the business.
• Log, manage, and resolve support requests in line with agreed processes and service levels.
• Diagnose technical issues using available resources and your own expertise.
• Escalate complex problems to specialist teams when necessary.
• Keep accurate records of incidents and resolutions from start to finish.
• Support change activities by responding quickly and effectively to operational needs.
• Maintain and update knowledge base articles to ensure accuracy and relevance.
• Share insights and mentor colleagues to strengthen team capability.
• Identify opportunities to enhance processes and improve service delivery.
• Ensure compliance with IT policies, security standards, and best practices.
• Strong interpersonal skills with the ability to communicate clearly and empathetically.
• Excellent written and verbal communication, with attention to detail.
• Analytical mindset and problem‑solving ability.
• Flexibility to work rotating shifts between 6am and 7pm.
• Hands‑on experience with Office 365 and Active Directory.
• Ability to produce clear documentation and maintain accurate records.
• Familiarity with ITIL principles or certification.
• Previous experience in a Service Desk or end‑user support role.
• Understanding of KPIs, SLAs, and performance metrics.
• Experience using Service Now or similar ticketing systems.
• Exposure to third‑party vendor management.

Salary up to £30,000 plus on‑call and further benefits. Hybrid basis: 50/50 home and office time in Nottingham.

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting

Referrals increase your chances of interviewing at Lorien by 2x.