Service Desk Analyst

East Kilbride - Hybrid (4DPW on-Site)

£30-36K Per Annum

Discretionary bonus, healthcare, pension, life assurance, hybrid working, career development, and regular team events

We are partnering with a growing technology business delivering complex software solutions to customers across the UK. With an established customer base, a strong market presence and a focus on service excellence, they are looking to strengthen their Service team with the addition of a Service Desk Analyst. This is an opportunity to join a collaborative organisation where you'll have real ownership, exposure to a variety of technologies and the chance to contribute to both operational improvements and key business projects.

You will have experience working within a Service Desk, Application Support, IT Support or Technical Support environment, ideally within a software, SaaS or technology-led business. You'll be customer-focused, highly organised and comfortable managing multiple priorities in a fast-paced environment. Experience working within ITIL-based processes, handling incidents, problems and service requests is essential, alongside the ability to communicate effectively with both technical and non-technical stakeholders. We're looking for someone who takes ownership, enjoys solving problems and has a proactive approach to service delivery and continuous improvement.

We're looking for a proactive and customer-focused Service Desk Analyst to support the delivery of critical software services used by customers across the UK. Working closely with the Service Manager and wider technical teams, you'll play a key role in maintaining service quality, resolving operational issues and driving continual service improvements. This is a varied role combining service operations, customer support and project coordination responsibilities. Alongside supporting day-to-day service delivery, you'll take ownership of coordinating an upcoming office relocation project from East Kilbride to Glasgow city centre, acting as the on-site liaison for key stakeholders. Following the move, you'll provide light-touch facilities coordination support for the office.

• Manage and progress incidents, problems and service requests through to resolution.
• Support customer onboarding activities and project implementations.
• Assist with change management and release management processes.
• Manage and maintain service monitoring solutions.
• Produce, review and present customer-facing service reports.
• Support the prioritisation of live defects and operational issues.
• Validate and communicate software release notes to customers.
• Work proactively with technical teams to ensure service availability and performance.
• Coordinate office relocation project.
• Liaise with landlords, suppliers, contractors and internal stakeholders.
• Support ongoing office and facilities management activities.
• Contribute to continual service improvement initiatives.

• Previous experience within a Service Desk, IT Support, Application Support or Technical Support role.
• Experience working within an ITIL-based environment.
• Experience operating against customer SLAs.
• Strong customer service and stakeholder management skills.
• Excellent written and verbal communication skills.
• Strong Microsoft Office skills, including Excel, Outlook and Word.
• Ability to explain technical concepts to non-technical users.
• Strong organisational skills and attention to detail.
• Ability to manage and prioritise multiple tasks effectively.

• Experience within a software development or SaaS environment.
• Experience with incident, problem and change management processes.
• Experience using monitoring tools.
• BI or reporting tool experience.
• Experience supporting software releases.