Summary: Service Desk Analyst needed for a leading insurance organization on a 6-month contract with potential for extension. The role focuses on providing exceptional customer service and technical support, particularly with Microsoft 365 technologies, while adhering to ITIL processes. The successful candidate will engage in diagnosing and resolving issues, maintaining communication with users, and collaborating with teams to enhance service delivery.

Key Responsibilities:

• Provide 1st line technical support for Microsoft 365 applications, hardware, and software.
• Log, prioritise, and escalate service requests and incidents using ITSM tools.
• Maintain clear communication with users throughout the resolution process.
• Collaborate with internal teams to improve service delivery and contribute to IT process enhancements.
• Maintain accurate documentation to support knowledge-sharing initiatives.

Key Skills:

• Proficiency in M365 technologies (Azure AD, Exchange, O365 suite, SharePoint).
• Familiarity with ITIL frameworks and ITSM tools (ServiceNow, JIRA, Freshdesk or similar).
• Strong problem-solving skills for diagnosing and resolving technical issues.
• Excellent written and verbal communication skills with a customer-focused approach.
• Attention to detail and ability to work methodically in a fast-paced environment.
• Strong sense of ownership and accountability in managing tickets effectively.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT