Skills

Communication Go ServiceNow Problem-solving Attention to detail Active Directory

Job Specifications

IT Service Desk Analyst
Location: Nottingham City Centre
Working Hours: Rotating shifts between 06:00 and 19:00, with potential on-call coverage until 23:00About the Role
We are currently working with one of our clients who are looking for a proactive IT Service Desk Analyst to deliver first-class technical support. You'll be the go-to person for resolving IT issues, ensuring smooth day-to-day operations, and maintaining high service standards. This role is ideal for someone who thrives in a fast-paced environment and enjoys problem-solving while providing exceptional customer service.What You'll Do

Serve as the initial point of contact for all IT-related queries across the business.
Log, manage, and resolve support requests in line with agreed processes and service levels.
Diagnose technical issues using available resources and your own expertise.
Escalate complex problems to specialist teams when necessary.
Keep accurate records of incidents and resolutions from start to finish.
Support change activities by responding quickly and effectively to operational needs.
Maintain and update knowledge base articles to ensure accuracy and relevance.
Share insights and mentor colleagues to strengthen team capability.
Identify opportunities to enhance processes and improve service delivery.
Ensure compliance with IT policies, security standards, and best practices.
Essential Skills
Strong interpersonal skills with the ability to communicate clearly and empathetically.
Excellent written and verbal communication, with attention to detail.
Analytical mindset and problem-solving ability.
Flexibility to work rotating shifts between 06:00 and 19:00.
Hands-on experience with Office 365 and Active Directory.
Ability to produce clear documentation and maintain accurate records.
Desirable Skills
Familiarity with ITIL principles or certification.
Previous experience in a Service Desk or end-user support role.
Understanding of KPIs, SLAs, and performance metrics.
Experience using ServiceNow or similar ticketing systems.
Exposure to third-party vendor management.
Salary is paying up to £28,000 plus benefits and hybrid working schedule.
Candidates must be within a commutable distance of Nottingham City Centre.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.

About the Company

Lorien is a technology, transformation and telecom talent solutions specialist. We combine tech expertise with the scope, depth and breadth of large-scale talent solutions. Driven by both clients and candidates, covering Europe and the US, we work with all sectors, sizes and tech needs – from start-up to established, tech companies and those who use tech to propel them further - we work with them all. Our unique position in the market means we have the insight to create tailored solutions – keeping our clients ahead of t... Know more