Service Desk Analyst
Allstate
full-time
Posted on:
Location Type: Hybrid
Location: Derry/Londonderry • United Kingdom
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Job Level
Tech Stack
About the role
- Serve as the first point of contact for all IT related incidents and service requests across the ATSC.
- Deliver outcome-based support, ensuring each interaction results in clear resolution, progress, or guidance.
- Diagnose, triage, and resolve technical issues, escalating when appropriate.
- Use ITSM tooling (e.g., Agility.ai / similar platforms) to log, manage, and track tickets accurately.
- Prioritize and manage multiple open issues while maintaining high service quality.
- Communicate effectively with users, translating technical issues into clear, friendly explanations.
- Contribute to knowledge base updates and process improvements.
- Support wider service delivery goals by collaborating with operational teams.
Requirements
- Minimum 1 year’s experience in an IT support or service desk environment
- Proficient in using IT systems such as ServiceNow for ticketing or call / chat logging
- Experience managing high volume of calls, chats or tickets
- Familiarity with ITSM tools and service management frameworks (e.g., ITIL)
- Knowledge of Microsoft Entra ID
Benefits
- A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts
- Access to world-class learning platforms and award-winning L&D
- Clear career paths, internal mobility, and a strong focus on growth
- A people-first culture with flexible working options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supportservice deskticketingITSMITILMicrosoft Entra IDdiagnosing technical issuestriagingresolving technical issuesprocess improvements
Soft Skills
communicationcustomer serviceproblem-solvingcollaborationtime managementprioritizationadaptabilityattention to detailinterpersonal skillsoutcome-based support