Sevice Desk Analyst - Band 2

Your mission

As a Service Desk Analyst, you will manage incidents and service requests with greater independence, owning work through to resolution within defined scope and maintaining high service quality throughout. The role combines frontline support, stronger troubleshooting capability, queue management, and active contribution to service consistency, knowledge quality, and continuous improvement.

What You Will Do

• Provide frontline support via tickets, email, and approved chat channels, ensuring accurate and timely responses.

• Log, categorise, prioritise, and manage incidents and service requests end-to-end within defined scope.

• Perform effective triage, troubleshooting, and resolution of standard and moderate-complexity issues.

• Handle routine operational tasks, service requests, and user support activities with minimal supervision.

• Monitor systems, alerts, and events, correlating signals where needed to identify and respond to incidents early.

• Manage ticket queues, backlog, and priorities in line with service levels and operational standards.

• Maintain clear, proactive communication with users, stakeholders, and resolver teams throughout the ticket lifecycle.

• Coordinate with resolver groups and support partners to ensure timely progression and resolution of tickets.

• Apply standard operating procedures consistently and contribute to improving them where gaps or inefficiencies are identified.

• Contribute to knowledge base documentation, service reporting, trend analysis, and shift-left opportunities that improve efficiency and reduce unnecessary escalation.

• Support change-related activities such as communication, coordination, and post-change validation where required.