10 miles

Service Desk Analyst




Company Description

We are looking to recruit a Service Desk Analyst to join our growing team, based in our Leeds office but supporting the organisation nationally.

Link Asset Services is a fast growing, dynamic business with market leading positions across our areas of expertise – funds, market services, corporates and private client, and banking and credit management services.  With offices across the UK and Europe we are part of Link Group who are headquartered in Australia.  A truly global organisation, Link Group provides us with a strong platform to realise our growth ambitions and continue to build on our success.

You can play a key part in this – at Link Asset Services we recognise the importance of supporting and developing our people, so we listen to colleagues, train our teams and invest in great working environments.  Add to that a culture that champions respect and integrity, a diverse and inclusive colleague base and a commitment to positively influence the communities we work with and you’ll get a flavour of life at Link.  At the bottom of this role advert, you’ll find more information on why you’ll enjoy working with us…


Job Description

As a Service Desk Analyst you will be responsible for acting as the first point of contact for all users and third parties requiring IT assistance. You will provide first line resolution of IT issues, queries and requests in a timely and professional manner, escalating to the relevant production, infrastructure or management teams where appropriate.

What being a Service Desk Analyst involves•    Collect and log accurate, detailed information about every incident and service request to provide the relevant information to the appropriate production or infrastructure support teams and to facilitate service and management reporting•    Evaluate and resolve first line support issues raised by users, taking end-to-end responsibility for all support requests and escalating to the appropriate support teams where applicable•    Ensure effective management of issues raised via telephone, email, self service and face to face and handle the resulting incidents or service requests, using agreed incident management and request fulfilment processes•    Provide users with updates on the status of raised incidents and service requests•    Proactively contribute to continuous service improvement through identification of process improvements and problem prevention•    Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with Link Asset Services IT values


•    A working knowledge of ITIL would be advantageous•    Technology literate with a general understanding of modern technologies, systems and processes•    Ability to communicate technical information in a clear and understandable manner•    Customer service focused and goal orientated with keen attention to detail•    Skilled in first line incident diagnosis and resolution

Additional Information

Link Group’s purpose statement ‘Together we achieve’ reflects how much we value working together: with each other; with our clients; and with third parties, to help everyone achieve success – both personal and professional

We have an ongoing commitment to career progression, training and education as well as a competitive compensation and benefits package that under pins this.  

At Link, you’ll find we support achievement and celebrate success.  So, if you want to be a part of this, click the ‘I’m Interested’ or Apply button…

Leeds office benefits:

Free parking on site -Subsidised canteen serving breakfast and lunch -Subsidised high street coffee shops on site -Free shuttle service from Leeds Bus Station and Leeds Train Station twice an hour from 6AM to 11PM -Free office fruit baskets delivered twice per week -Within walking distance of the White Rose Shopping Centre -Easy access to M62, M621 and a 5 minute drive to Leeds City Centre

Posted 55 days ago

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