IT Service Desk Analyst
Role details
Job location
Tech stack
Job description
As a Support Analyst, you will provide first-line and deskside technical support to all staff, with additional involvement in supporting Mergers and Acquisitions (M&A) activities when required. A core part of the role is handling high volumes of service desk queries, including answering and triaging telephone calls, emails, and tickets raised through the customer portal. You'll log, prioritise, and resolve incidents and requests using ServiceNow, ensuring a consistent and high-quality support experience.
This is a permanent role to be based at our Liverpool office with expected office attendance of 4 days per week. Speak to your Recruiter for more details.
As an IT Service Desk Analyst, your responsibilities will include among others
- Provide first-line technical support via phone, email, and customer portal
- Log and manage Incidents and Requests using ServiceNow, ensuring correct SLA assignment
- Escalate issues appropriately and follow the Incident Management escalation procedure
- Deliver user support and mentoring to end-users, maintaining strong rapport
- Maintain high levels of incident ownership and ensure timely resolution
- Contribute to documentation and continuous improvement of support processes
Requirements
Do you have experience in ServiceNow?, To be successful in this role, you should have
- Strong customer service skills with a professional and positive manner
- Ability to multi-task and manage support tickets efficiently
- High attention to detail in logging, updating, and closing support calls
- Familiarity with IT service desk tools (e.g., ServiceNow) and SLA frameworks
- Basic hardware troubleshooting and operational task execution
- Understanding of incident lifecycle and escalation procedures
Desired
- Strong customer service skills with a professional and positive manner
- Ability to multi-task and manage support tickets efficiently
- High attention to detail in logging, updating, and closing support calls
- Familiarity with IT service desk tools (e.g., ServiceNow) and SLA frameworks
- Basic hardware troubleshooting and operational task execution
- Understanding of incident lifecycle and escalation procedures
Benefits & conditions
- Competitive salary
- Private medical insurance
- Life assurance
- Pension contribution
- Hybrid working model (role dependent)
- Generous holiday package
- Option to purchase additional holiday
- Shared parental leave
- Cycle to work scheme
- Season ticket loan
- Eye care support
We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At S&W we have a wide range of highly active employee resource groups and we're delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workplace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.
We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.
