Service Desk Analyst Permanent - on site - Sheffield - one day per week working from home Working two shifts Monday - Friday (08.00 - 16.30) and (14.30 - 23.00) including Bank holidays. Extended support on evening shift on rota 17.30 - 02.00 may be required as requested. Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate. You will be supported with personal development opportunities including training and exposure to new technologies. Handling and logging calls from end users in ServiceNow Ensuring end user Incidents and requests are handled per pre-defined SLA''s for response time, updates and closure Delivering a great customer experience What will you be doing: Logging, updating and resolving Incidents and Requests Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA''s Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams Creating knowledge articles and IT documentation Ability to use initiative or work as part of a team to resolve IT issues What experience will you have: Prior experience in a Service Desk Environment Experience diagnosing and resolving hardware and software issues Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, ExchangeExcellent communication skills (Commu