Service Desk Analyst

Job title:

Service Desk Analyst

Company

Lucid Support Services

Job description

Service Desk Analyst – Luton – 3/6 month contract – Inside IR35Here at Lucid we have an exciting opportunity for a Service Desk Analyst to work in Luton on a contract for initially 3 months with a view to extend.Responsibilities:

• Receive incoming IT support requests via various channels (phone, email, ticketing system ServiceNow).
• Perform initial triage of issues to determine urgency, impact, and the appropriate support tier or team.
• Prioritise tickets based on established Service Level Agreements (SLAs) and urgency.
• Efficiently dispatch and assign tickets to the relevant IT technicians or teams (e.g., Desktop Support, Network, Systems, Applications) based on their skills, availability, and workload.
• Monitor ticket queues and technician schedules to ensure timely progress and adherence to SLAs.
• Assisting with the Warehouse equipment located within the Luton Warehouse, picking devices, printers.
• Act as the primary communication point between users/clients and the IT technical teams.
• Maintain clear and concise communication with IT team members regarding ticket details, expectations, and changes.
• Address basic user queries or provide initial troubleshooting steps where appropriate (e.g., password resets).
• Maintain accurate and detailed records of all interactions, actions taken, and ticket status within the ticketing system.

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion. At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.

Expected salary

£160 per day

Location

Luton

Job date

Thu, 24 Jul 2025 22:26:06 GMT

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