Service Desk Analyst

🔒 Confidential Employer
Posted 21 April 2026
LOCATION
Aberdeen
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
IT
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

IT Support Service Desk SLA Incident Management Customer Service Problem Solving

FULL DESCRIPTION

Service Desk Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We have a current opportunity for an experienced Service Desk Analyst to join a fast paced team, with exposure to service desk and desktop requests.

About the role:

To provide 1st line IT Support ensuring incidents/requests are logged correctly and where resolution is not possible, escalated to 2nd/3rd line support analysts thus facilitating meeting Service Level Agreements (SLA’s)

  • To provide 1st line IT Support ensuring incidents/requests are logged correctly and where resolution is not possible, escalated to 2nd/3rd line support analysts thus facilitating meeting Service Level Agreements (SLA’s)
  • Follow the documented Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPIs/SLA’s
  • Ensure that Incidents and Service Requests are responded to within Service Levels and that customers are regularly kept up to date in order that the customers have confidence that their issues are being actively addressed
  • Meeting Service Level Agreements/KPI’s
  • Compliance with company policies and procedures
  • Ensure all faults are logged and assigned to the correct team so SLA’s are met
  • Escalate to 2nd/3rdLine Support Analysts when appropriate in order to resolve more complex customer issues
  • Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships
  • Proactively monitor incidents for trends and potential
  • Problem Records and highlight these to the Service Desk Supervisor in order to ensure the on-going availability of the applications
  • Update the Service Desk documentation for new processes and procedures to reduce the duplication of effort from the Service Desk team.
Sign up free — access 45,000+ UK sponsor-licensed jobs