Global Technology Solutions Ltd.
Service Desk Analyst - UK Remote - REMOTE
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Service Desk Analyst – Permanent
Location: Fully Remote – UK
Salary: £26,500–£30,000
Start Date: No later than mid-October 2026
Clearance: Must be eligible for BPSS and SC clearance
We are looking for a customer-focused Service Desk Analyst to provide high-quality 1st line support, manage client tickets and ensure incidents and service requests are progressed efficiently and within agreed SLAs.
Key Responsibilities
- Manage and monitor incidents, service requests, problems and changes.
- Ensure tickets are accurately logged, prioritised and progressed within SLA.
- Provide professional and personable communication to clients and stakeholders.
- Deliver 1st line technical support and resolve issues where possible.
- Liaise with engineers, project teams, third-party helpdesks and clients.
- Maintain accurate ticket updates and provide regular status updates.
- Produce regular and ad-hoc reports and client knowledge-base documentation.
- Support the wider Service Desk and take ownership of assigned client accounts.
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About You
- Experience in a service desk or B2B customer-focused environment is desirable.
- Excellent written and verbal communication skills.
- Strong organisation, prioritisation and time-management skills.
- Comfortable working under pressure and meeting deadlines.
- Strong stakeholder management and relationship-building skills.
- Proficient with Microsoft Office.
- A team player with a strong customer-service mindset.
- ITIL awareness is desirable.
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Security: Candidates must be eligible to undergo BPSS and SC security clearance.
Training: can be provided where there are minor skills gaps, provided you have the right customer-service attitude and willingness to learn.
Apply now if you can start by mid-October 2026.
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