Summary: The IT Service Desk Analyst role involves providing first-line technical support to end-users within a newly established internal IT Service Desk team. The analyst will be responsible for logging and resolving issues, ensuring adherence to service level agreements, and delivering exceptional customer service. This position requires proactive problem-solving and collaboration with other IT teams to enhance user experience and operational efficiency. The contract duration is initially three months, with a likelihood of extension.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Log and track incidents in the service desk ticketing system.
• Prioritize and escalate incidents based on urgency and impact.
• Ensure timely completion of requests and manage starter/leaver processes.
• Deliver excellent customer service and keep end-users informed of incident progress.
• Create and maintain accurate documentation of common issues and resolutions.
• Collaborate with other IT teams and service providers to resolve complex issues.
• Monitor and report on recurring issues to identify root causes.

Key Skills:

• Strong interpersonal and communication skills.
• Patience and ability to remain calm under pressure.
• Analytical and problem-solving mindset.
• Willingness to learn and adapt to new technologies.
• Proficient in troubleshooting Windows operating system.
• Familiarity with M365, Active Directory, and basic networking concepts.
• Knowledge of remote desktop tools and IT Service Management tools.

Salary (Rate): 150

City: Bolton

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT