Job Description

Service Desk Analyst (1st & 2nd Line Support)

Location: Fully Remote (UK)

Contract: Initial 6 Months

Rate: £200-£250 per day (Outside IR35)

Start Date: ASAP

The Opportunity

We're looking for an experienced Service Desk Analyst to join a busy IT support team on an initial 6-month contract. This is a fully remote opportunity where you'll provide 1st and 2nd Line Support, helping users resolve technical issues while delivering excellent customer service.

Working within a Microsoft-centric environment, you'll support end users across Microsoft 365, Azure, hardware, and business applications while managing incidents through Jira and other ticketing systems.

Key Responsibilities

Provide 1st and 2nd Line technical support via phone, email, and remote support tools.

Troubleshoot and resolve hardware, software, operating system, and connectivity issues.

Support Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.

Administer and troubleshoot Azure Active Directory (Entra ID), including user accounts, groups, and permissions.

Configure, deploy, and support laptops, desktops, printers, and mobile devices.

Log, prioritise, and resolve incidents using Jira and IT ticketing systems.

Escalate complex issues to 3rd Line support where required.

Maintain accurate documentation and contribute to the knowledge base.

Ensure support requests are resolved within agreed SLAs.

Work collaboratively with infrastructure and application support teams.

Skills & Experience

Previous experience in a Service Desk, IT Support, or Helpdesk role.

Strong experience providing both 1st and 2nd Line Support.

Solid knowledge of Microsoft 365.

Experience supporting Azure Active Directory (Entra ID).

Strong hardware troubleshooting experience.

Experience using Jira or similar ITSM/ticketing systems.

Good knowledge of Windows 10/11.

Experience with Active Directory user administration.

Excellent troubleshooting and problem-solving skills.

Strong communication and customer service skills.

Ability to prioritise workloads in a fast-paced support environment.

Desirable Skills

Microsoft Intune experience.

Exchange Online administration.

VPN and remote connectivity support.

Basic networking knowledge (DNS, DHCP, TCP/IP).

ITIL Foundation certification.

What's on Offer

£200-£250 per day (Outside IR35)

Initial 6-month contract

Fully remote working

Immediate start available.

Opportunity to work with a modern Microsoft technology stack.

Collaborative and supportive technical team.

Please Note

Applicants must be UK-based and have the right to work in the UK.

Unfortunately, sponsorship is not available for this contract