IT Service Desk Analyst at SW Group

Liverpool, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

First-line technical support, Deskside support, Service desk query handling, Telephone call handling, Email management, Ticket resolution, ServiceNow, Incident Management, SLA assignment, User mentoring, Incident ownership, Documentation, Continuous improvement, Customer service, Multi-tasking, Hardware troubleshooting

Industry

Financial Services

Description

Company Description At S&W, we help our clients thrive by simplifying the complex, illuminating new paths, and shaping solutions that make a difference. As one of the UK’s top 10 fastest-growing accountancy firms, we have been a trusted partner since 1881—helping businesses and individuals meet challenges and seize opportunities across generations. Built on expertise and driven by ambition, we provide a comprehensive range of services, including tax and accountancy, advisory and assurance, corporate finance, and restructuring. We are defined by our purpose—to help navigate challenges, unlock potential, and achieve the extraordinary. Job Description What will you be doing? As a Support Analyst, you will provide first-line and deskside technical support to all staff, with additional involvement in supporting Mergers and Acquisitions (M&A) activities when required. A core part of the role is handling high volumes of service desk queries, including answering and triaging telephone calls, emails, and tickets raised through the customer portal. You’ll log, prioritise, and resolve incidents and requests using ServiceNow, ensuring a consistent and high-quality support experience. This is a permanent role to be based at our Liverpool office with expected office attendance of 4 days per week. Speak to your Recruiter for more details. As an IT Service Desk Analyst, your responsibilities will include among others Provide first-line technical support via phone, email, and customer portal Log and manage Incidents and Requests using ServiceNow, ensuring correct SLA assignment Escalate issues appropriately and follow the Incident Management escalation procedure Deliver user support and mentoring to end-users, maintaining strong rapport Maintain high levels of incident ownership and ensure timely resolution Contribute to documentation and continuous improvement of support processes Qualifications Skills and Experience To be successful in this role, you should have Strong customer service skills with a professional and positive manner Ability to multi-task and manage support tickets efficiently High attention to detail in logging, updating, and closing support calls Familiarity with IT service desk tools (e.g., ServiceNow) and SLA frameworks Basic hardware troubleshooting and operational task execution Understanding of incident lifecycle and escalation procedures Desired Strong customer service skills with a professional and positive manner Ability to multi-task and manage support tickets efficiently High attention to detail in logging, updating, and closing support calls Familiarity with IT service desk tools (e.g., ServiceNow) and SLA frameworks Basic hardware troubleshooting and operational task execution Understanding of incident lifecycle and escalation procedures Additional Information As a colleague here at S&W you will have access to benefits that include Competitive salary Private medical insurance Life assurance Pension contribution Hybrid working model (role dependent) Generous holiday package Option to purchase additional holiday Shared parental leave Cycle to work scheme Season ticket loan Eye care support We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At S&W we have a wide range of highly active employee resource groups and we’re delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workplace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment. We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know. Office Location: Liverpool

Responsibilities

The analyst will provide first-line and deskside technical support to all staff, handling high volumes of service desk queries via phone, email, and customer portal. Responsibilities include logging, prioritizing, and resolving incidents and requests using ServiceNow while maintaining high incident ownership.