Service Desk Analyst
Posted 1 week ago by The ONE Group Ltd
£30,000 Per year
Fixed-Term
Onsite
Coalville, England, United Kingdom
Summary: The role of 1st Line IT Support Analyst is a 9-month fixed-term contract based in Bardon Hill, Coalville, Leicestershire, focusing on providing phone-based IT support to internal users. The position requires logging and resolving incidents, troubleshooting desktop issues, and managing service requests. The ideal candidate should possess strong communication skills and a proactive attitude towards customer service. This is an onsite role, emphasizing the need for local candidates with the right to work in the UK.
Key Responsibilities:
- Acting as the first line of support for internal users, primarily via inbound calls.
- Logging and managing incidents and service requests using ServiceNow.
- Troubleshooting desktop issues (Windows 10 and onwards), software installations, and network printers.
- Supporting mobile devices (iOS/Android) and understanding basic network/WAN/LAN technologies.
- Provisioning user accounts in Active Directory, email systems, and other internal platforms.
- Escalating tickets where required and monitoring third-party responses.
Key Skills:
- Recent experience in a service desk or IT support role (phone-based support essential).
- Strong communication skills and confidence dealing with users of all technical levels.
- A proactive, professional attitude with the ability to manage and prioritise multiple incidents.
- Technical understanding of PC hardware, software installations, and mobile device support.
- Familiarity with tools like ServiceNow, Active Directory, and ghost imaging (preferred).
- Excellent customer service mindset and team-player mentality.
Salary (Rate): £30,000 yearly
City: Coalville
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: fixed-term
Seniority Level: Mid-Level
Industry: IT
1st Line IT Support Analyst – Fixed-Term Contract
Location : Bardon Hill, Coalville, Leicestershire (Onsite)
Contract: Type: 9-Month FTC
Salary: £30,000
Working Hours: Monday–Friday, 9am–5pm
Are you a confident, customer-focused IT support professional based in or around Coalville? We’re working with a leading organisation to find a proactive 1st Line Support Analyst to join their team on a 9-month fixed-term contract. This is an onsite role supporting internal users across the business, with a focus on phone-based troubleshooting and excellent service delivery. You’ll be the first point of contact for IT issues, logging and resolving incidents, and escalating where necessary.
What You’ll Be Doing:
- Acting as the first line of support for internal users, primarily via inbound calls.
- Logging and managing incidents and service requests using ServiceNow.
- Troubleshooting desktop issues (Windows 10 and onwards), software installations, and network printers.
- Supporting mobile devices (iOS/Android) and understanding basic network/WAN/LAN technologies.
- Provisioning user accounts in Active Directory, email systems, and other internal platforms.
- Escalating tickets where required and monitoring third-party responses.
What We’re Looking For:
- Recent experience in a service desk or IT support role (phone-based support essential).
- Strong communication skills and confidence dealing with users of all technical levels.
- A proactive, professional attitude with the ability to manage and prioritise multiple incidents.
- Technical understanding of PC hardware, software installations, and mobile device support.
- Familiarity with tools like ServiceNow, Active Directory, and ghost imaging (preferred).
- Excellent customer service mindset and team-player mentality.
Additional Info:
You must be based locally in or around Coalville, as this is a fully onsite role. Must have the right to work in the UK and be able to pass BPSS vetting checks. The position is ideal for someone who thrives in a fast-paced service desk environment and is looking to build on their experience with a reputable organisation. If this sounds like a good fit, we’d love to hear from you. Apply now and one of our team will be in touch with you to discuss the role in more detail.