01
TRCI-26-06735
Service desk analyst
This contract Service Desk Analyst role provides shift-based, first-line IT support, handling service requests and troubleshooting IT and application issues. The core requirements are a technical service desk background, familiarity with ServiceNow, German at native or near-native level, fluent English, and strong customer communication skills. The analyst will log and classify tickets, monitor queues and SLAs, prioritize work, and route or coordinate tickets with the appropriate teams. The structured input indicates 6–8 years of experience; the description itself does not state a required experience band. The role is based in Chester, but the work mode, shift pattern details, contract duration, and specific product or industry context are not stated.
Position summary
- Location
- United Kingdom
- Workplace
- Hybrid
- Employment
- Contract
- Experience
- Minimum 6 years and Maximum 8 years
Role overview
Why This Role Matters.
This contract Service Desk Analyst role provides shift-based, first-line IT support, handling service requests and troubleshooting IT and application issues. The core requirements are a technical service desk background, familiarity with ServiceNow, German at native or near-native level, fluent English, and strong customer communication skills. The analyst will log and classify tickets, monitor queues and SLAs, prioritize work, and route or coordinate tickets with the appropriate teams. The structured input indicates 6–8 years of experience; the description itself does not state a required experience band. The role is based in Chester, but the work mode, shift pattern details, contract duration, and specific product or industry context are not stated.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Work as part of the Shift system on the IT Service Desk
03
Receives and handles requests for service, following agreed procedures.
04
1st line support: troubleshooting of IT related problems
05
Promptly allocates calls as appropriate.
06
Logs incidents and service requests and maintains relevant records
07
Identifies and classifies incident types and service interruptions
08
Records incidents cataloging them by symptom and resolution
09
Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
10
Monitoring queues to ensure SLAs are maintained.
11
Assigning the tickets which are out of scope to Service Desk/Other Teams
12
Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ServiceNow
Required
02
ITSM
Required
03
IT service desk
Required
04
help desk
Required
05
first-line support
Required
06
1st line support
Required
07
incident management
Required
08
service request management
Required
09
ticket management
Required
10
ticket logging
Required
11
incident classification
Required
12
SLA monitoring
Required
13
queue monitoring
Required
14
ticket assignment
Required
15
escalation management
Required
16
application troubleshooting
Required
17
end-user support
Required
18
German
Required
19
English
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
Technical service desk or first-line IT support background
Familiarity with ServiceNow
Native or near-native German
Fluent English
Troubleshooting and researching application issues
Incident and service request logging, classification, and routing
Queue monitoring, SLA awareness, and ticket prioritization
Clear technical communication and customer service
Adherence to service desk processes and procedures
Preferred
Nice to Have
Experience coordinating tickets across organizational boundaries
Flexibility and effective teamwork, including sharing knowledge
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Service desk analyst
One page, about two minutes. We only ask for what we actually need to have a first conversation.