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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Analyst, Technology and Transformation - **Company:** Deloitte - **Location:** Belfast, UK - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Microsoft Azure, Cloud Engineering, Github, Python (Programming Language), Windows PowerShell, Google Cloud, Multi-Cloud, Information Technology, Terraform, Servicenow, Programming Languages - **Published:** August 29, 2026 - **Apply:** https://apply.deloitte.co.uk/UKCareers/Login?jobId=24673 ## About the Role * Must be able to demonstrate a client-first approach to support with excellent interpersonal skills. * The ability to liaise and communicate confidently and professionally with client representatives at all levels. * Natural aptitude for trouble shooting and problem solving. * Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets. * Have the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive. * Basic understanding of ITIL or operational processes in managed service contexts * Be willing to learn and progress with relevant industry exams to increase knowledge over time. * UK residency and ability to obtain government security clearance if required. Desirable * Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role. * Exposure to or a willingness to learn coding languages or automation frameworks such as Python, PowerShell, Terraform or GitHub actions. * Relevant entry level certifications such as [SM3] ITIL Foundation, AWS Cloud Practitioner, Microsoft Azure Fundamentals (AZ-900), Google Cloud Digital Leader or equivalent. * Degree in Computer Science, Engineering, or a related field, or equivalent experience. Regarding desirable skills, we recognise that candidates may not meet every desirable criteria and encourage applications from individuals with transferable skills and a demonstrated willingness to learn. ## Description As a Service Desk Analyst, you'll be joining our OpenCloud Engineering team - the group responsible for the daily operation, automation, and continual improvement of Deloitte's enterprise cloud environments across Azure, Google Cloud Platform (GCP), and Amazon Web Services (AWS) as well as various Tooling utilized across the wider firm. This team underpins the firm's internal and client-facing managed services, ensuring that our multi-cloud foundations and tooling remain secure, efficient, and evergreen., * Handle Service Desk Support queries from internal clients/colleagues in a professional and courteous manner primarily via our ServiceNow platform but also utilising messaging, email and phone where required. * Ensure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets. * Complete regular hygiene checks on your own ticket queue and ensure prompt resolution where possible * Ensure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfaction. * Identify and escalate repeat issues or service risks by following agreed channels of communication to Deloitte leadership team. * Carry out daily platform checks, monitoring activities, and health reviews, escalating issues as required. * Create and maintain knowledge articles, troubleshooting guides and operational documentation to improve first-time fix rates and user experience. As a member of the wider OpenCloud Engineering team and when not engaged with Service Desk activities you will have the opportunity to develop your skills by: * Supporting the day-to-day operation of Deloitte's multi-cloud environments (Azure, GCP, AWS), ensuring stability, compliance, and security. * Perform first-line investigation and triage of incidents and service requests, gathering relevant information before escalation to specialist support teams where required. * Maintain and develop your own knowledge and skills to assist with first-time fix resolution. * Identify opportunities to automate and streamline manual processes through orchestration and cloud-native tooling. * Support automation and service improvement initiatives while developing exposure to technologies such as Python, PowerShell and cloud-native tooling. * Contribute to runbook creation and the improvement of standard operating procedures (SOPs). ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Infrastructure as Code: The Developer's Secret Weapon](https://www.wearedevelopers.com/videos/1221-infrastructure-as-code-the-developer-s-secret-weapon) - [Innovating Developer Tools with AI: Insights from GitHub Next](https://www.wearedevelopers.com/videos/1268-innovating-developer-tools-with-ai-insights-from-github-next) - [Empowering Developer Innovation - Balancing Speed, Security, and Scale](https://www.wearedevelopers.com/videos/1689-empowering-developer-innovation-balancing-speed-security-and-scale) - [The journey from developer to devops - what i've learnt along the way](https://www.wearedevelopers.com/videos/238-the-journey-from-developer-to-devops-what-i-ve-learnt-along-the-way) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)