IT Service Desk Analyst - Remote
Posted Today by Brookwood Recruitment Ltd
£150 Per day
Inside
Remote
Reading, England, United Kingdom
Summary: The IT Service Desk Analyst role is a remote position focused on providing first-line technical support to a large user base within a fast-paced organization. The analyst will troubleshoot hardware and software issues, manage user accounts, and ensure service availability around the clock. This position requires strong communication skills and a customer-focused mindset to effectively assist users with their IT needs. The role offers exposure to various enterprise technologies and requires a proactive approach to problem-solving.
Key Responsibilities:
- Provide 1st line technical support via phone and remote tools
- Troubleshoot hardware and software issues across a large user base
- Manage user accounts, permissions, password resets and access requests
- Resolve Microsoft 365, Windows and virtual desktop incidents
- Log and track tickets through an ITSM system and meet SLAs
- Escalate complex incidents to specialist teams when required
- Support major incidents and communicate updates to users
- Assist with onboarding devices and system access for staff
- Maintain documentation and contribute to knowledge articles
- Deliver clear technical guidance to non-technical users
Key Skills:
- Previous IT Service Desk / Helpdesk experience
- Strong troubleshooting and communication skills
- Customer-focused mindset and attention to detail
- Ability to prioritise and work in a high-demand environment
- Enthusiastic team player eager to learn and develop
Salary (Rate): £150/day
City: Reading
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
IT Service Desk Analyst
Location - Remote
Rate - £150/day (inside IR35)
Duration - Until end of August 2026
Are you passionate about technology and helping people? We’re looking for a Service Desk Analyst to join a large, fast-paced organisation supporting thousands of users across multiple locations. This is a critical frontline IT role where no two days are the same. You’ll be the first point of contact for IT issues, providing remote support, troubleshooting technical problems, and ensuring services remain available around the clock.
The role working as part of a service desk, you will:
- Provide 1st line technical support via phone and remote tools
- Troubleshoot hardware and software issues across a large user base
- Manage user accounts, permissions, password resets and access requests
- Resolve Microsoft 365, Windows and virtual desktop incidents
- Log and track tickets through an ITSM system and meet SLAs
- Escalate complex incidents to specialist teams when required
- Support major incidents and communicate updates to users
- Assist with onboarding devices and system access for staff
- Maintain documentation and contribute to knowledge articles
- Deliver clear technical guidance to non-technical users
Tech Environment, you’ll gain exposure to enterprise technologies such as:
- Active Directory & Identity Management
- Microsoft 365 / Exchange Online
- Windows environments
- Virtual desktops (Citrix or similar)
- Endpoint management & cloud platforms (e.g. Azure / MDM)
- ITSM tools (e.g. ServiceNow)
What We’re Looking For:
- Previous IT Service Desk / Helpdesk experience
- Strong troubleshooting and communication skills
- Customer-focused mindset and attention to detail
- Ability to prioritise and work in a high-demand environment
- Enthusiastic team player eager to learn and develop
Apply today for immediate consideration!