IT Service Desk Analyst
Posted 2 days ago by McCabe & Barton
Negotiable
Undetermined
Onsite
London, UK
Summary: The IT Service Desk Analyst role is a 12-month fixed-term contract based in London, focusing on providing first-line IT support and managing service requests. The position requires proactive engagement with users to resolve technical issues and ensure a seamless experience. The analyst will collaborate with internal teams and external vendors while supporting critical applications. This hands-on role is essential for maintaining IT service quality and user satisfaction.
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): undetermined
City: London
Country: UK
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
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.