Service Desk Analyst (Associate II - Cloud Infrastructure Services)

We are hiring a Service Desk Analysts to join our Leeds office on a permanent basis, supporting a global service desk for one of our key clients. As a Service Desk Analyst, you'll be the first point of contact for internal users, providing high-quality IT support and ensuring seamless issue resolution.

Shift Details:

• 24x7 Service Desk based in Leeds
• Shift patterns: 8 AM - 5 PM & 2 PM - 11 PM

The Role:

• Serve as the first point of contact for IT support, providing excellent customer service
• Log, track, and update incidents and service requests in ServiceNow
• Troubleshoot and resolve common IT issues, including password resets, account lockouts, and software installations
• Escalate complex issues to the relevant teams while keeping users informed
• Collaborate with teammates to improve processes and enhance first-time fix rates
• Maintain security and compliance standards in line with IT policies

Do you have experience in Windows?, * Customer service experience (IT or non-IT industry)

• Experience handling IT support calls and troubleshooting technical issues
• Familiarity with Windows 10, Active Directory, and ServiceNow ITSM tool
• Basic understanding of the ITIL Framework (certification is a plus)
• Strong problem-solving skills with great attention to detail
• Excellent communication and teamwork skills
• Ability to work under pressure and meet deadlines

If you're looking for an exciting opportunity in a collaborative and fast-paced environment and are comfortable working shift patterns, we'd love to hear from you!, service desk,call management,servicenow,active directory

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact-touching billions of lives in the process.