Service Desk Analyst

The Opportunity: Are you looking to make a meaningful impact in IT Service Support? We are seeking an individual to join our team and provide 1st line IT support for employees in a dynamic and growing organisation. What's the role? If you're eager to make a difference, we'd love to hear from you. We believe that when we unlock our full potential, we help others do the same. Join a global community of optimists and problem-solvers where you'll be part of something special! About the opportunity: Our IT Service Desk operates globally, providing support to customers 24/7, every day of the year. With teams across both the UK and the US, we offer round-the-clock support to employees worldwide. This role is part of the IT Service Desk 1st line support team, based in a brand-new office in the heart of Leeds! Due to continued growth, we are expanding our UK team and looking to bring on an additional analyst, growing our UK team to seven people. What you'll be doing: - Provide 1st line support and triage via phone, ITSM tool requests, and walk-ups. - Troubleshoot issues related to hardware, software, network, and telecommunications systems. - Maintain and update records in the Service Management ticketing system (ServiceNow). - Follow troubleshooting procedures and guidelines to resolve issues quickly. - Contribute to a dynamic and customer-focused culture that is at the heart of everything we do. Our must haves: - Strong customer service focus and excellent communication skills. - Motivation to contribute to a high-performing service desk. - Some experience in a similar role is ideal, though we're also open to candidates eager to start their IT career. - ITIL qualification is advantageous. Who we are: We are a global organisation with over 60 offices in 20+ countries, specialising in insurance, reinsurance, advisory, and investment operations. Our values focus on people, teamwork, striving for better, and thinking further. What's in it for you? Competitive starting salary, annual bonus, and an excellent benefits package. 25 days of paid holiday plus bank holidays, with the option to buy/sell extra leave. Strong pension scheme, private medical and dental cover, life assurance, travel insurance, income protection, and more. Numerous opportunities to develop your career with support for your ongoing learning and growth. Ready to play your part? Click 'Apply Now' to complete a short application and let us learn more about you. We embrace diversity and encourage applicants from all backgrounds. We are an equal opportunities employer and are happy to consider flexible working arrangements. We are also committed to providing reasonable adjustments for candidates with disabilities during the recruitment process.