Service Desk Analyst

I.T. & Communications
Lanarkshire
June 22, 2026
Permanent
Urgent

Job Description

Location

East Kilbride – Hybrid (4DPW on-Site)

Salary

£30-36K Per Annum

Benefits

Discretionary bonus, healthcare, pension, life assurance, hybrid working, career development, and regular team events

The Client

We are partnering with a growing technology business delivering complex software solutions to customers across the UK. With an established customer base, a strong market presence and a focus on service excellence, they are looking to strengthen their Service team with the addition of a Service Desk Analyst. This is an opportunity to join a collaborative organisation where you’ll have real ownership, exposure to a variety of technologies and the chance to contribute to both operational improvements and key business projects.

The Candidate

You will have experience working within a Service Desk, Application Support, IT Support or Technical Support environment, ideally within a software, SaaS or technology-led business. You’ll be customer-focused, highly organised and comfortable managing multiple priorities in a fast-paced environment. Experience working within ITIL-based processes, handling incidents, problems and service requests is essential, alongside the ability to communicate effectively with both technical and non-technical stakeholders. We’re looking for someone who takes ownership, enjoys solving problems and has a proactive approach to service delivery and continuous improvement.

The Role

We’re looking for a proactive and customer-focused Service Desk Analyst to support the delivery of critical software services used by customers across the UK. Working closely with the Service Manager and wider technical teams, you’ll play a key role in maintaining service quality, resolving operational issues and driving continual service improvements. This is a varied role combining service operations, customer support and project coordination responsibilities. Alongside supporting day-to-day service delivery, you’ll take ownership of coordinating an upcoming office relocation project from East Kilbride to Glasgow city centre, acting as the on-site liaison for key stakeholders. Following the move, you’ll provide light-touch facilities coordination support for the office.

Key Duties

  • Manage and progress incidents, problems and service requests through to resolution.
  • Support customer onboarding activities and project implementations.
  • Assist with change management and release management processes.
  • Manage and maintain service monitoring solutions.
  • Produce, review and present customer-facing service reports.
  • Support the prioritisation of live defects and operational issues.
  • Validate and communicate software release notes to customers.
  • Work proactively with technical teams to ensure service availability and performance.
  • Coordinate office relocation project.
  • Liaise with landlords, suppliers, contractors and internal stakeholders.
  • Support ongoing office and facilities management activities.
  • Contribute to continual service improvement initiatives.

Requirements

  • Previous experience within a Service Desk, IT Support, Application Support or Technical Support role.
  • Experience working within an ITIL-based environment.
  • Experience operating against customer SLAs.
  • Strong customer service and stakeholder management skills.
  • Excellent written and verbal communication skills.
  • Strong Microsoft Office skills, including Excel, Outlook and Word.
  • Ability to explain technical concepts to non-technical users.
  • Strong organisational skills and attention to detail.
  • Ability to manage and prioritise multiple tasks effectively.

Nice to Have (Not Essential)

  • Experience within a software development or SaaS environment.
  • Experience with incident, problem and change management processes.
  • Experience using monitoring tools.
  • BI or reporting tool experience.
  • Experience supporting software releases.

Location

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