1st Line IT Service Desk Analyst

Summary: The 1st Line IT Service Desk Analyst will serve as the initial point of contact for IT support in a remote capacity for a 3-month contract. Responsibilities include logging support requests, providing basic troubleshooting, and managing user accounts and IT assets. The role demands strong customer service skills and the ability to support remote users effectively. Candidates must be available to start immediately or within a week.

Key Responsibilities:

• Answer and log incoming support requests via phone, email, Teams, or ticketing systems.
• Provide basic troubleshooting support and escalate to 2nd or 3rd line support teams where required.
• Reset passwords and manage/creation of new user accounts and processing of leaver accounts (eg, Active Directory).
• Install and configure software and applications on user devices.
• Set up new user equipment such as desktops, laptops, phones, and printers.
• Track and manage IT assets (eg, computers, peripherals, licenses).
• Ensure service level agreements (SLAs) are met for support tickets.
• Provide support for remote users.
• Run virus scans and perform basic security checks on endpoints.

Key Skills:

• Strong customer service skills.
• Excellent communication skills, both written and spoken.
• Ability to guide users clearly and remain calm under pressure.
• Experience with ServiceNow (beneficial but not essential).
• Ability to support remote users.
• Familiarity with Active Directory.
• Basic troubleshooting skills.

Salary (Rate): £200

City: undetermined

Country: United Kingdom

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT