Service Desk Analyst- Leeds

FDM is a global business and technology consultancy seeking a Service Desk Analyst to work for our client within the public sector. Candidates must have active SC or be eligible to obtain it This is initially a 3 - month contract with the potential to extend and will be a hybrid role that will be based in Leeds

We are seeking a customer-focused and proactive Service Desk Analyst to provide first-line IT support to end users across the business. The successful candidate will be responsible for managing incidents, service requests, and enquiries through to resolution while delivering an exceptional customer experience.

Working within an ITIL-aligned environment, the Service Desk Analyst will utilise ServiceNow to log, track, prioritise, and resolve tickets, ensuring service levels are maintained and business disruption is minimised.

Responsibilities

• Act as the first point of contact for IT-related incidents, service requests, and enquiries.
• Log, categorise, prioritise, and manage tickets within ServiceNow.
• Provide first-line technical support via phone, email, chat, and self-service channels.
• Investigate and resolve hardware, software, network, and application issues where possible.
• Escalate complex incidents to appropriate support teams in line with defined processes.
• Monitor ticket queues and ensure all incidents and requests are managed within agreed SLAs.
• Communicate effectively with end users, providing regular updates on ticket progress.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Support user onboarding and offboarding activities, including account creation and permissions management.
• Assist with equipment provisioning, asset tracking, and inventory management.
• Contribute to continual service improvement initiatives and knowledge base development.
• Participate in major incident communications and support activities when required.
• Ensure compliance with IT security, governance, and data protection policies.