1st Line Service Desk Analyst
Posted 1 day ago by Fruition Group
£200 Per day
Inside
Onsite
South Yorkshire, England, United Kingdom
Summary: The 1st Line Service Desk Analyst role in Doncaster involves providing first-line support for end users in a fast-paced environment. The position requires maintaining high service levels and resolving technical issues while acting as the primary contact for user support queries. The contract is for 6 months with a possibility of extension and is classified as inside IR35. The role demands hands-on experience with IT service desk operations and various technical tools.
Key Responsibilities:
- Act as the primary contact for all user support queries, faults, and service requests.
- Log, categorise and manage incidents using ticketing and knowledge systems.
- Diagnose and resolve technical issues, escalating to resolver teams when required.
- Provide guidance on solutions, workarounds, and security best practice.
- Own problem records where appropriate, driving resolution and continuous improvement.
- Meet SLA expectations for request fulfilment and incident resolution.
- Maintain and update service desk tools, operating systems, and key applications.
- Support essential IT asset administration and purchasing activities.
Key Skills:
- Experience in a busy IT service desk or technical support environment.
- Hands-on capability with Microsoft Desktop OS, end-user troubleshooting & diagnostics.
- Working understanding of Microsoft 365, SharePoint, mailbox provisioning and support.
- Basic Active Directory administration: user management, permissions, and access.
- Knowledge of incident and problem management approaches and tooling.
- Familiar with ITSM platforms, CMDB and knowledge management tools.
- Awareness of security best practice and common network troubleshooting methods.
Salary (Rate): £200.00/daily
City: Doncaster
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Job Title: 1st Line Service Desk Analyst
Location: Doncaster - on site 5x per week
Salary: £200 Inside IR35
Duration: 6 months with chance of extension
Why Apply? This contract role is ideal for a Service Desk Analyst who thrives in a fast paced environment and enjoys being the first point of contact for end user support. You'll play a key role in maintaining high service levels and resolving technical issues.
Responsibilities:
- Act as the primary contact for all user support queries, faults, and service requests.
- Log, categorise and manage incidents using ticketing and knowledge systems.
- Diagnose and resolve technical issues, escalating to resolver teams when required.
- Provide guidance on solutions, workarounds, and security best practice.
- Own problem records where appropriate, driving resolution and continuous improvement.
- Meet SLA expectations for request fulfilment and incident resolution.
- Maintain and update service desk tools, operating systems, and key applications.
- Support essential IT asset administration and purchasing activities.
Requirements:
- Experience in a busy IT service desk or technical support environment.
- Hands-on capability with Microsoft Desktop OS, end-user troubleshooting & diagnostics.
- Working understanding of Microsoft 365, SharePoint, mailbox provisioning and support.
- Basic Active Directory administration: user management, permissions, and access.
- Knowledge of incident and problem management approaches and tooling.
- Familiar with ITSM platforms, CMDB and knowledge management tools.
- Aware of security best practice and common network troubleshooting methods.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.