About The Role

FDM is a global business and technology consultancy seeking a Service Desk Analyst to work for our client within the public sector. Candidates must have active SC or be eligible to obtain it This is initially a 3 - month contract with the potential to extend and will be a hybrid role that will be based in Leeds

We are seeking a customer-focused and proactive Service Desk Analyst to provide first-line IT support to end users across the business. The successful candidate will be responsible for managing incidents, service requests, and enquiries through to resolution while delivering an exceptional customer experience.

Working within an ITIL-aligned environment, the Service Desk Analyst will utilise ServiceNow to log, track, prioritise, and resolve tickets, ensuring service levels are maintained and business disruption is minimised.

Responsibilities

Act as the first point of contact for IT-related incidents, service requests, and enquiries.
Log, categorise, prioritise, and manage tickets within ServiceNow.
Provide first-line technical support via phone, email, chat, and self-service channels.
Investigate and resolve hardware, software, network, and application issues where possible.
Escalate complex incidents to appropriate support teams in line with defined processes.
Monitor ticket queues and ensure all incidents and requests are managed within agreed SLAs.
Communicate effectively with end users, providing regular updates on ticket progress.
Maintain accurate documentation of incidents, resolutions, and knowledge articles.
Support user onboarding and offboarding activities, including account creation and permissions management.
Assist with equipment provisioning, asset tracking, and inventory management.
Contribute to continual service improvement initiatives and knowledge base development.
Participate in major incident communications and support activities when required.
Ensure compliance with IT security, governance, and data protection policies.

About You

Candidates must have active SC or be eligible to obtain it
Previous experience in a Service Desk, Help Desk, or IT Support role.
Hands-on experience using ServiceNow for incident, request, and problem management.
Understanding of ITIL framework principles and IT Service Management (ITSM) practices.
Experience supporting Microsoft Windows operating systems.
Knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint.
Active Directory user administration, including password resets and account management.
Excellent troubleshooting and problem-solving skills.
Strong customer service and communication skills.
Ability to work effectively in a fast-paced environment and manage multiple priorities.
Experience working to SLAs and KPIs.

About Us

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

Career coaching, mentoring and access to upskilling throughout your entire FDM career
Assignments with global companies and opportunities to work abroad
Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
Annual leave and work-place pension

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