Service Desk Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We have a current opportunity for an experienced Service Desk Analyst to join a fast paced team, with exposure to service desk and desktop requests.

• Provide 1st line IT Support ensuring incidents/requests are logged correctly and, where resolution is not possible, escalated to 2nd/3rd line support analysts to facilitate meeting Service Level Agreements (SLAs).
• Follow documented Service Management processes and procedures which align to the ITIL framework to enable the Support Service to achieve KPIs/SLA.
• Ensure Incidents and Service Requests are responded to within Service Levels and that customers are regularly kept up to date so they have confidence issues are being actively addressed.
• Meet Service Level Agreements and KPIs.
• Comply with company policies and procedures.
• Ensure all faults are logged and assigned to the correct team so SLAs are met.
• Escalate to 2nd/3rd line Support Analysts when appropriate to resolve more complex issues.
• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.
• Proactively monitor incidents for trends and potential problems.
• Maintain Problem Records and highlight these to the Service Desk Supervisor to ensure ongoing availability of the applications.
• Update Service Desk documentation for new processes and procedures to reduce duplication of effort.

• Experience in a Service Desk environment.
• Excellent communication skills.
• Experience applying processes and procedures.
• IT Troubleshooting Skills.
• Basic IT Knowledge.
• Excellent Customer Service Skills.
• ITIL Foundation v4 qualification or working towards.

Competitive Salary - At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however we are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family-friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.

Sword is dedicated to fostering a diverse and inclusive workplace and is an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment. If you don't tick all the boxes but have relevant skills and experience, please apply and highlight your transferable skills. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.