IT Service Desk Analyst - 6 month Fixed Term Contract

IT Service Desk Analyst - 6 month Fixed Term Contract

Posted 3 days ago by Premier Technical Services Group Ltd (PTSG)

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Negotiable
Fixed-Term
Onsite
Castleford, England, United Kingdom
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Active Directory Collaboration Tools Computer Hardware Information Technology Infrastructure Library IT Service Management Knowledge Base Microsoft 365 Microsoft Office 365 Microsoft Windows Operational Excellence Technical Support User Accounts

Summary: The IT Service Desk Analyst role at PTSG Ltd involves being the first point of contact for IT-related incidents and service requests, ensuring efficient and customer-focused IT support. This position is a 6-month fixed-term contract with potential for extension, based in Castleford. The role requires strong communication skills and technical knowledge to troubleshoot various IT issues while maintaining a high standard of customer service. The working hours are full-time, Monday to Friday, from 8 am to 5 pm.

Key Responsibilities:

  • Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
  • Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
  • Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
  • Troubleshoot and support hardware, software, networking, and user access issues.
  • Administer user accounts, permissions, and security groups in accordance with company policies.
  • Support Microsoft 365 applications, collaboration tools, and business-specific systems.
  • Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
  • Deliver excellent customer service by communicating clearly, professionally, and empathetically with end users.
  • Contribute to continuous improvement initiatives within the Service Desk function.
  • Assist with IT onboarding and offboarding for new starters and leavers.

Key Skills:

  • Previous experience in an IT service desk or technical support role.
  • Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
  • Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
  • Strong problem-solving skills and a logical approach to troubleshooting.
  • Excellent communication and interpersonal skills with a customer-first mindset.
  • Ability to work under pressure and manage competing priorities.
  • Working knowledge of ITIL best practices.

Salary (Rate): undetermined

City: Castleford

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: fixed-term

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

About PTSG Ltd PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide. With a strong commitment to innovation, customer care, and operational excellence, we are expanding our IT Service Desk team to support our continued growth. We have a 6 month fixed term contract opportunity, with the possibility of a longer term position in the future. As Service Desk Analyst you will be the first point of contact for IT-related incidents and service requests across PTSG Ltd. This role is key to ensuring colleagues receive professional, efficient, and customer-focused IT support that enables them to work effectively. This is a full time role, working 8am to 5pm Monday to Friday. You will be based from our open-plan Castleford head office (WF10 5HW) , which is just a 5-minute walk from the train station, close to the M62 and A1 and has on-site parking.

What you will be doing:

  • Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
  • Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
  • Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
  • Troubleshoot and support hardware, software, networking, and user access issues.
  • Administer user accounts, permissions, and security groups in accordance with company policies.
  • Support Microsoft 365 applications, collaboration tools, and business-specific systems.
  • Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
  • Deliver excellent customer service by communicating clearly, professionally, and empathetically with end users.
  • Contribute to continuous improvement initiatives within the Service Desk function.
  • Assist with IT onboarding and offboarding for new starters and leavers.

What we're looking for:

  • Previous experience in an IT service desk or technical support role.
  • Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
  • Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
  • Strong problem-solving skills and a logical approach to troubleshooting.
  • Excellent communication and interpersonal skills with a customer-first mindset.
  • Ability to work under pressure and manage competing priorities.
  • Working knowledge of ITIL best practices.

What in it for you?

  • A competitive salary
  • 25 days holiday + bank holidays
  • Company pension scheme
  • Discounts on everyday shopping, fashion, tech, holidays, meals out, gyms & more
  • Hybrid working
  • On-site parking
  • A supportive, friendly office culture, and plenty of chances to learn
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