IT Service Desk Analyst

The IT Service Desk Analyst opportunity offers the chance to join a busy support function where your work directly impacts colleagues across the business, keeping systems running smoothly and ensuring users receive fast, effective technical support when they need it most.

What’s in it for you

£120 per day PAYE on a rolling contract basis

Predominantly remote working with limited office attendance

Join an established support team of 18 technical professionals

Exposure to a broad Microsoft and cloud-based technology environment

Opportunity to develop experience within an ITIL-driven service desk function

Varied workload supporting users across a large professional services environment

Your responsibilities as IT Service Desk Analyst

Act as the first point of contact for technical incidents, requests and queries

Manage tickets through to resolution, ensuring service levels and KPIs are achieved

Investigate, troubleshoot and resolve issues using internal knowledge bases and support tools

Escalate complex issues with clear documentation and detailed troubleshooting records

Maintain accurate ticket updates to manage user expectations throughout the resolution process

Support workflow coordination, triage activities and performance reporting

What we’re looking for in an IT Service Desk Analyst

Previous first-line technical support experience within a remote or service desk environment

Strong knowledge of Microsoft 365 and related applications

Experience using incident management platforms, including ServiceNow

Knowledge of technologies such as Active Directory, Windows 10, SCCM, Azure, SharePoint, Mimecast, Sophos and cloud-based services

Understanding of ticket management, incident resolution and ITIL-based support processes

Working hours Rotating shifts of 8:00am–4:15pm, 8:45am–5:00pm and 9:45am–6:00pm. Expected office attendance is one day per week, with one full office-based week required approximately every eight weeks.

If you're ready to take the next step as an IT Service Desk Analyst, apply today to be considered for this immediate opportunity.

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