Service Desk Analyst

Job Description

JOB DETAILS

REQUIREMENTS

• At least 3 years of experience as the Service Desk Analyst
• Expert-level knowledge of Atlassian Service Desk (Jira Service Management) with proven hands-on experience
• Strong understanding of IT service management practices (incident, problem, change, and request management)
• Experience designing and maintaining workflows, SLAs, automations, and knowledge bases
• Ability to analyse service data and metrics to drive continuous improvement
• Experience leading or mentoring service desk or support teams
• Familiarity with public transport in UK and understanding of the UK geography
• English at an advanced level (written and spoken)
• Right to work in UK

RESPONSIBILITIES

• Design, build, and maintain Jira Service Management projects, workflows, queues, SLAs, and automations
• Lead, mentor, and develop the Service Desk team and ways of working
• Define, monitor, and continuously improve SLAs and KPIs
• Oversee incident, request, problem, and escalation management
• Drive continuous improvement of service desk processes and user experience
• Work closely with engineering teams to improve supportability, reliability, and operational efficiency

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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