Service Desk Analyst (Hybrid)

- Work with modern tools and processes that emphasize smart, efficient service delivery.
- Opportunities for ongoing training, development, and progression.
- A supportive culture focused on collaboration, ownership, and delivering value.

As a Service Desk Analyst, you will play a key role in ensuring users receive timely, effective, and professional support. This is more than just answering calls or chats, it's about transforming issues into solutions and driving continuous improvement through insight, empathy, and ownership.

We're seeking someone who:

- Thrives on helping people and resolving issues.
- Takes ownership and works with purpose.
- Values accuracy, consistency, and great customer experience.
- Enjoys learning and wants to grow within a dynamic support team.

If you bring energy, curiosity, and the drive to deliver exceptional outcomes, you'll fit right in.

Please note: Typical hours are 1pm-9pm or 2pm-10pm, however, flexibility is required. Additionally, a rotational weekend shift on a Saturday/Sunday may be required.

Key responsibilities

• 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.

Essential Skills

• All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy

• Minimum 1 years' 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

Desirable Skills

• Familiarity with ITSM tools and service management frameworks (e.g., ITIL)

• Knowledge of Microsoft Entra ID

Supervisory Responsibilities

This job does not have supervisory duties.

Job Posting End Date: Friday 20th February 2026 [11:59pm]

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

Why join us?

Allstate NI is proud to be Allstate's European Digital Centre of Excellence-recent winners of 'Best Use of Cloud Services' at the Belfast Telegraph IT Awards 2024, and recognised for our community and sustainability impact at the 2024 Business in the Community Awards and Gold accreditation for Environmental Responsibility.

We're a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.

We offer:

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

Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.

Statement on Fair Employment and Equal Opportunities

Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

Client-provided location(s): Londonderry County Borough, United Kingdom

Job ID: allstate-151034207

Employment Type: OTHER

Posted: 2026-02-14T18:54:22