IT Service Desk Analyst

IT Service Desk Analyst

Posted 2 days ago by McCabe & Barton

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£45,000 Per year
Fixed-Term
Onsite
London Area, United Kingdom
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Active Directory Computer Hardware External Auditing Information Technology Infrastructure Library IT Service Management Knowledge Base Management Microsoft 365 Microsoft Azure Mobile Devices Security Awareness Stakeholder Management

Summary: The IT Service Desk Analyst will serve as the first point of contact for IT support within the organization, focusing on resolving technical issues and managing service requests. This role requires proactive engagement with users and collaboration with internal teams and external vendors to ensure a seamless IT experience. The position is based on-site at the London Head Office and is offered as a 12-month fixed-term contract. The analyst will support critical applications and maintain service management controls.

Key Responsibilities:

  • Resolve first-line technical issues and service requests in line with SLAs
  • Provide third-party support for applications
  • Log and manage tickets across phone, email, and walk-up channels
  • Build and configure desktops, laptops, and mobile devices
  • Support new joiners, movers, and leavers with account setup and access changes
  • Maintain audit logs and provide evidence for service management controls
  • Create and update SOPs and knowledge base articles
  • Track hardware movements and maintain asset records
  • Raise security awareness and identify risks
  • Collaborate with internal teams and external vendors to deliver excellent outcomes

Key Skills:

  • Experience in a service desk or IT support role
  • Experienced in providing third-party support for critical applications, coordinating with external vendors to manage incidents, changes and problem records
  • Strong understanding of Microsoft 365, Active Directory, and desktop deployment
  • Experience working within an Azure environment
  • Familiarity with ITIL processes and audit controls
  • Excellent communication and stakeholder management skills
  • A customer-focused mindset with strong problem-solving skills
  • Technical aptitude and a willingness to learn and grow
  • Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus

Salary (Rate): £45,000.00 yearly

City: London

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT

Detailed Description From Employer:

IT Service Desk Analyst – Savings (12-month FTC)

Location: Head Office, London

Hours: Monday to Friday, 9:00am–5:30pm

Working Pattern: On-site

Reports to: Service Desk Team Lead

Department: IT and Operations – Service Management

About the Role

We’re looking for a proactive and technically capable Service Desk Analyst to join our Clients IT Service Desk team. As the first point of contact for IT support, you’ll play a key role in resolving technical issues, managing service requests, and ensuring a smooth experience for users in our London. This is a hands-on where you’ll support critical applications and collaborate with internal teams and external vendors.

Key Responsibilities

  • Resolve first-line technical issues and service requests in line with SLAs
  • Provide third-party support for applications
  • Log and manage tickets across phone, email, and walk-up channels
  • Build and configure desktops, laptops, and mobile devices
  • Support new joiners, movers, and leavers with account setup and access changes
  • Maintain audit logs and provide evidence for service management controls
  • Create and update SOPs and knowledge base articles
  • Track hardware movements and maintain asset records
  • Raise security awareness and identify risks
  • Collaborate with internal teams and external vendors to deliver excellent outcomes

What We’re Looking For

Experience in a service desk or IT support role

Experienced in providing third-party support for critical applications, coordinating with external vendors to manage incidents, changes and problem records

Strong understanding of Microsoft 365, Active Directory, and desktop deployment

Experience working within an Azure environment

Familiarity with ITIL processes and audit controls

Excellent communication and stakeholder management skills

A customer-focused mindset with strong problem-solving skills

Technical aptitude and a willingness to learn and grow

Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus

If you're ready to take ownership of IT support and thrive in a dynamic, multi-site environment, we’d love to hear from you.

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