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 position requires proactive logging and resolution of issues while ensuring adherence to service level agreements and delivering exceptional customer service. The analyst will diagnose hardware and software issues, manage incidents, and collaborate with other IT teams to resolve complex problems. This contract position is initially for three months, with the possibility of extension.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, or in-person.
• Log and track incidents in the service desk ticketing system.
• 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 escalate issues as necessary.
• 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