Job Description

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

• 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

• 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