Our client is currently seeking a Service Desk Analyst. 6-12 month contract on site.
The Senior IT Service Desk Analyst is responsible for delivering high-quality end-user support across hardware, software, and enterprise applications, ensuring incidents and requests are resolved efficiently and in line with SLAs. In addition to performing standard service desk activities-such as triaging tickets, troubleshooting issues, and escalating complex cases-the role provides onsite leadership and guidance, mentors junior analysts, manages call queues, proactively chases outstanding tickets, and produces metrics and reporting for the local site to drive continuous improvement and operational excellence. • The role is required to work onsite, will include on-call periods, and to support the business, there is an expectation that the role will be flexible with start/finish hours between 08:00-18:00. • Key Responsibilities • Deliver first- and second-line support via phone, email, chat, and onsite, ensuring timely resolution and adherence to SLAs. • Triage, diagnose, and resolve incidents and service requests; perform root-cause analysis and document knowledge articles. • Provide onsite direction, acting as the local point of contact for IT operations and coordinating with cross-functional teams. • Mentor and coach junior analysts, providing training, feedback, and support to build technical and customer service capabilities. • Manage call and ticket queues, balancing workloads, prioritizing critical issues, and ensuring appropriate escalations. • Proactively chase outstanding calls/tickets, communicate updates to users, and drive closure to reduce aging and backlog. • Track, analyze, and report local site metrics (e.g., volume, SLA compliance, FCR, MTTR, backlog, CSAT), and recommend improvements. • Support problem, change, and asset management processes; ensure compliance with ITIL practices and internal policies. • Maintain accurate documentation, standard operating procedures, and knowledge base articles.
Contribute to continuous improvement initiatives, identifying trends, proposing process enhancements, and supporting rollout
Incident & Request Fulfillment:
Own the end-to-end lifecycle of incidents and service requests, ensuring timely, accurate resolution and exceptional user experience. Serve as the escalation point and operational lead within the FLBx Service Desk team, driving quality, consistency, and continuous improvement.
Incident Management • Own incident triage, diagnosis, and resolution for complex and high-impact issues. • Lead Major Incident process: coordinate bridge calls, stakeholder communications, workarounds, and restoration activities. • Ensure accurate categorization, prioritization, and assignment; prevent backlog aging and SLA breaches. • Maintain high-quality documentation: clear symptoms, impact, root cause, resolution steps, and Known Error linkage. • Identify trends; raise Problem records and contribute to root-cause analysis and permanent fixes.
Validate and close incidents, confirming service restoration and user satisfaction.
Incident & Request Fulfillment:
Own the end-to-end lifecycle of incidents and service requests, ensuring timely, accurate resolution and exceptional user experience. Serve as the escalation point and operational lead within the FLBx Service Desk team, driving quality, consistency, and continuous improvement.
Incident Management • Own incident triage, diagnosis, and resolution for complex and high-impact issues. • Lead Major Incident process: coordinate bridge calls, stakeholder communications, workarounds, and restoration activities. • Ensure accurate categorization, prioritization, and assignment; prevent backlog aging and SLA breaches. • Maintain high-quality documentation: clear symptoms, impact, root cause, resolution steps, and Known Error linkage. • Identify trends; raise Problem records and contribute to root-cause analysis and permanent fixes. • Validate and close incidents, confirming service restoration and user satisfaction.
Request Fulfilment • Oversee end-to-end processing of service requests (access, hardware/software, provisioning, standard changes). • Ensure requests meet policy, security, and compliance requirements (approvals, identity/access controls). • Optimize request models, templates, and workflows to reduce cycle times and rework. • Coordinate with fulfilment teams and vendors for timely delivery and accurate handoffs.
Quality, SLAs, and Metrics • Monitor and manage queues • Monitor SLAs, and operational KPIs (FCR, MTTR, backlog, reopen rate, CSAT). • Proactively mitigate risks to SLA breaches; execute recovery plans and communicate impact. • Produce daily/weekly service reporting and insights; recommend and implement improvements.
Knowledge and Continuous Improvement • Create and maintain high-value knowledge articles, runbooks, and support scripts. • Conduct post-incident reviews; follow through on corrective and preventative actions.
Leadership and Mentoring • Act as Service Desk lead for FLBx: coordinate workload, manage escalations. • Mentor analysts; deliver training on tools, FLBG procedures, customer communication, and technical domains. • Promote best-in-class customer service and professionalism; handle sensitive and executive escalations.
Stakeholder Communication • Provide clear, empathetic, and consistent updates to users, business owners, and IT teams.
Collaboration and Handoffs • Coordinate with L2/L3, Platforms, Network, Security, Application, SAP, Digital Workspace (and any other resolver groups) teams for timely resolution.
Support the wider IT Service Desk Team:
The Senior IT Service Desk Analyst is accountable for strengthening the performance, capability, and cohesion of the IT Service Desk by providing leadership, guidance, and operational support to ensure consistent, high-quality service delivery.
IT Service Management processes
Ensure consistent, high-quality execution and continual improvement of ITSM processes across the Service Desk, driving operational excellence, customer satisfaction, and compliance with organizational standards. • Core processes: Incident, Request, Major Incident, Problem, Change (as it affects the Service Desk), Knowledge, Service Catalog, and Service Level Management. • Tooling: ITSM platform administration and configuration related to Service Desk workflows. • Governance: Adherence to ITIL-aligned policies, controls, and audit requirements.
The Senior IT Service Desk Analyst is responsible for delivering high-quality end-user support across hardware, software, and enterprise applications, ensuring incidents and requests are resolved efficiently and in line with SLAs. In addition to performing standard service desk activities-such as triaging tickets, troubleshooting issues, and escalating complex cases-the role provides onsite leadership and guidance, mentors junior analysts, manages call queues, proactively chases outstanding tickets, and produces metrics and reporting for the local site to drive continuous improvement and operational excellence. • The role is required to work onsite, will include on-call periods, and to support the business, there is an expectation that the role will be flexible with start/finish hours between 08:00-18:00. • Key Responsibilities • Deliver first- and second-line support via phone, email, chat, and onsite, ensuring timely resolution and adherence to SLAs. • Triage, diagnose, and resolve incidents and service requests; perform root-cause analysis and document knowledge articles. • Provide onsite direction, acting as the local point of contact for IT operations and coordinating with cross-functional teams. • Mentor and coach junior analysts, providing training, feedback, and support to build technical and customer service capabilities. • Manage call and ticket queues, balancing workloads, prioritizing critical issues, and ensuring appropriate escalations. • Proactively chase outstanding calls/tickets, communicate updates to users, and drive closure to reduce aging and backlog. • Track, analyze, and report local site metrics (e.g., volume, SLA compliance, FCR, MTTR, backlog, CSAT), and recommend improvements. • Support problem, change, and asset management processes; ensure compliance with ITIL practices and internal policies. • Maintain accurate documentation, standard operating procedures, and knowledge base articles.
Contribute to continuous improvement initiatives, identifying trends, proposing process enhancements, and supporting rollout
Incident & Request Fulfillment:
Own the end-to-end lifecycle of incidents and service requests, ensuring timely, accurate resolution and exceptional user experience. Serve as the escalation point and operational lead within the FLBx Service Desk team, driving quality, consistency, and continuous improvement.
Incident Management • Own incident triage, diagnosis, and resolution for complex and high-impact issues. • Lead Major Incident process: coordinate bridge calls, stakeholder communications, workarounds, and restoration activities. • Ensure accurate categorization, prioritization, and assignment; prevent backlog aging and SLA breaches. • Maintain high-quality documentation: clear symptoms, impact, root cause, resolution steps, and Known Error linkage. • Identify trends; raise Problem records and contribute to root-cause analysis and permanent fixes.
Validate and close incidents, confirming service restoration and user satisfaction.
Incident & Request Fulfillment:
Own the end-to-end lifecycle of incidents and service requests, ensuring timely, accurate resolution and exceptional user experience. Serve as the escalation point and operational lead within the FLBx Service Desk team, driving quality, consistency, and continuous improvement.
Incident Management • Own incident triage, diagnosis, and resolution for complex and high-impact issues. • Lead Major Incident process: coordinate bridge calls, stakeholder communications, workarounds, and restoration activities. • Ensure accurate categorization, prioritization, and assignment; prevent backlog aging and SLA breaches. • Maintain high-quality documentation: clear symptoms, impact, root cause, resolution steps, and Known Error linkage. • Identify trends; raise Problem records and contribute to root-cause analysis and permanent fixes. • Validate and close incidents, confirming service restoration and user satisfaction.
Request Fulfilment • Oversee end-to-end processing of service requests (access, hardware/software, provisioning, standard changes). • Ensure requests meet policy, security, and compliance requirements (approvals, identity/access controls). • Optimize request models, templates, and workflows to reduce cycle times and rework. • Coordinate with fulfilment teams and vendors for timely delivery and accurate handoffs.
Quality, SLAs, and Metrics • Monitor and manage queues • Monitor SLAs, and operational KPIs (FCR, MTTR, backlog, reopen rate, CSAT). • Proactively mitigate risks to SLA breaches; execute recovery plans and communicate impact. • Produce daily/weekly service reporting and insights; recommend and implement improvements.
Knowledge and Continuous Improvement • Create and maintain high-value knowledge articles, runbooks, and support scripts. • Conduct post-incident reviews; follow through on corrective and preventative actions.
Leadership and Mentoring • Act as Service Desk lead for FLBx: coordinate workload, manage escalations. • Mentor analysts; deliver training on tools, FLBG procedures, customer communication, and technical domains. • Promote best-in-class customer service and professionalism; handle sensitive and executive escalations.
Stakeholder Communication • Provide clear, empathetic, and consistent updates to users, business owners, and IT teams.
Collaboration and Handoffs • Coordinate with L2/L3, Platforms, Network, Security, Application, SAP, Digital Workspace (and any other resolver groups) teams for timely resolution.
Support the wider IT Service Desk Team:
The Senior IT Service Desk Analyst is accountable for strengthening the performance, capability, and cohesion of the IT Service Desk by providing leadership, guidance, and operational support to ensure consistent, high-quality service delivery.
IT Service Management processes
Ensure consistent, high-quality execution and continual improvement of ITSM processes across the Service Desk, driving operational excellence, customer satisfaction, and compliance with organizational standards. • Core processes: Incident, Request, Major Incident, Problem, Change (as it affects the Service Desk), Knowledge, Service Catalog, and Service Level Management. • Tooling: ITSM platform administration and configuration related to Service Desk workflows. • Governance: Adherence to ITIL-aligned policies, controls, and audit requirements.