Service Desk Analyst

About the role

We are looking for a Level 1 Service Desk Analyst to join our IT Services team in Chester. The role operates on an 11‑day‑7‑night shift pattern, providing first‑line support to internal and external users while balancing office and remote work.

Key responsibilities

• Receive, log and triage service requests and incidents via ServiceNow.
• Provide first‑line troubleshooting for hardware, software and network issues.
• Allocate and monitor tickets, ensuring SLA compliance.
• Escalate out‑of‑scope incidents to specialised teams.
• Maintain accurate records of incidents, symptoms and resolutions.
• Coordinate cross‑team tickets to achieve customer satisfaction.

Required profile

• Previous experience in a technical service desk environment.
• Strong customer‑service orientation and communication skills.
• Ability to prioritize multiple tasks and work under pressure.
• Willingness to work a rotating 11x7 shift schedule.

Required skills

• Proficiency with ServiceNow ticketing platform.

What we offer

• Hybrid working model – 50% remote, 50% onsite.
• Competitive daily rate.
• Opportunity to develop IT support expertise within a growing company.