IT Service Desk Analyst-*Service Now Essential * (Temp 6 Moths)

  • Location
    London, Greater London
  • Category
    IT and Telecoms - 2nd Line Support
  • Contract Type
  • External Reference
  • Salary
    10 £ - 12 £ / Hour

JOB TYPE: IT Service Desk Analyst - MUST HAVE Service Now Software experience

COMPANY: IT Data Storage company

START DATE: ASAP - must be immediately available!

DURATION: 3-6 Month guideline - possible extension (candidate must be available on-going)

HOURS: 9.00am - 17.00pm

LOCATION: Walking distance from either Liverpool Street station or Aldgate East Station

PAY RATE: £12.00 per hour

CULTURE: Working within a friendly and diverse team in a busy hub!

Our client is a leading provider of collocation data centre services across Europe supporting over 1600 customers in over 50 Data Centres. This role would be based in the European Customer Services Centre providing support for all of their client's Data Centres.

Acting as "nerve centre" for the company is not only provides rapid first line response to their customers but also monitors the systems across all of the company's Data Centres to ensure that they drive service excellence.

Using the clients latest software the role of IT Customer Service Analyst will be to overview and manage service requests relating to access, usage, inventory or any other product/service request in the new software.

You will be identifying required system improvements to help drive the best customer experience. The role is customer focused and you will be working closely with the SMP project team to identify system bugs and issues, ensuring the client maintains their SLA commitments to their clients.


  • Handling all incoming customer requests in the service now tool and analysing system performance.

  • Identifying system bugs and processing issues within their software

  • Resolving customer queries, or escalating customer service requests to the appropriate company contact to effectively resolve the query

  • Effective & timely management of cases

  • Following Company escalation procedures based on the impact or severity of the customer request.

  • Ensuring response time for handling service requests are within SLA

  • Maintaining a global overview of all service requests to ensure system bugs and issues are identified and captured for all countries

  • Working closely with the SMP project team to ensure that bugs are addressed and resolved as part of the Service Now system testing and continual process improvement

  • Supporting the wider team with general duties during busy periods as and when the need arises.

  • Ad-hoc projects as required



  • Excellent written and verbal communication skills

  • Engaging and able to communicate confidently with corporate customers and with all levels of the organisation

  • Strong organisational skills with attention to detail

  • Proven ability to handle multiple priorities

  • Sound analytical and problem solving skills

  • Administrative experience with case management in a CRM tool

  • Delivering results and meeting customer expectations

  • Works in a systematic, methodical and orderly way consistently achieving project goals

  • Excellent interpersonal skills

  • Able to systematically work through cases and identify potential process or functionality improvements.

  • Appropriately follows procedures and instruction to support both internal & external Customers, escalating where required

  • Keeps to schedules and demonstrates commitment to the organisation and colleagues

  • Can work productively in a high pressured environment and maintaining a positive outlook at work

NB: If this company and position appeals to you then please apply your CV on-line.

Advertised by Office Angels, Liverpool Street branch. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted.

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To speak to a recruitment expert please contact Lisa Theofanous