Service Desk Analyst

Purpose of the job

To ensure the effective and timely fulfilment of IT service requests raised by users, following agreed procedures and service levels.  The Request Fulfilment Service Desk Analyst plays a key role in maintaining service by processing access, software and hardware requests efficiently, accurately and in line with organisational policies and ITIL standards.

This role requires participation in a shift pattern to provide coverage across core support hours.

Main responsibilities

• Manage service requests logged via the Service Request portal
• Process requests in accordance with the request fulfilment process and SLAs
• Fulfil standard service requests such as access provisioning, software installation and arrangement of hardware allocation
• Follow documented workflows and obtain necessary approvals before completing fulfilment tasks
• Ensure all requests are updated regularly and closed appropriately within the ITSM system
• Collaborate with internal IT teams to fulfil more complex or multi-step requests
• Provide clear and timely communication to users throughout the request lifecycle
• Identify trends or repeated requests to help improve request templates and automation
• Adhere to IT policies, particularly around security, access management and compliance.
• Support knowledge base creation and process documentation improvements.
• Any other such duties that might be reasonably required for this role.

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