IT Service Desk Analyst

About the Role

We are partnering with a leading global professional services firm to onboard an enthusiastic IT Service Desk Analyst to join their national Technology team. This position is ideal for an early-career IT professional aiming to develop within a large enterprise environment.

Responsibilities

• Serve as the initial point of contact for internal technology support, delivering outstanding customer service while resolving a variety of IT incidents and service requests.
• Provide first-level technical assistance for hardware, software, and Microsoft-based technologies.
• Register, manage, and resolve IT incidents and service requests via ServiceNow.
• Troubleshoot issues affecting desktops, laptops, mobile devices, and business applications.
• Escalate more complex technical problems to specialized support teams as needed.
• Keep documentation and knowledge base articles up to date and accurate.
• Operate within an ITIL Service Management framework, adhering to best practice in incident and request handling.
• Support users across various office locations while maintaining excellent customer service standards.
• Participate in continuous improvement initiatives within the Service Desk function.

Requirements

• 1-2 years’ experience in a corporate IT setting, preferably in an IT Service Desk, Desktop Support, or IT Support role.
• Relevant qualification in Information Technology, Computer Science, or a related field.
• Direct experience working with the ServiceNow platform.
• Familiarity with ITIL framework and IT Service Management methodologies.
• Strong communication skills combined with a customer-focused approach.
• Effective problem-solving skills and a proactive, positive attitude.
• A genuine enthusiasm for technology with a commitment to ongoing professional growth.

What We Offer

• Opportunity to join a global organisation with considerable investment in technology.
• Access to comprehensive mentoring, training, and career development pathways.
• Experience working with enterprise-level technology and IT Service Management practices.
• A collaborative, supportive team environment.