Service Desk Analyst x 3

The Role

As a 1st Line Service Desk Analyst, you will be the first point of contact for all IT-related incidents and service requests.

You will play a key role in ensuring users receive timely, professional, and effective support while maintaining high levels of customer satisfaction.

Key Responsibilities

• Provide first-line technical support via phone, email, and ticketing systems.
• Log, prioritise, and manage incidents and service requests through to resolution.
• Troubleshoot hardware, software, network, and user access issues.
• Support Microsoft 365 applications and Windows-based environments.
• Manage password resets, account administration, and access requests.
• Escalate unresolved issues to 2nd and 3rd line support teams.
• Maintain accurate ticket updates and customer communications.
• Support desktops, laptops, mobile devices, and associated peripherals.
• Contribute to knowledge base articles and continuous service improvements.
• Deliver a positive end-user experience and excellent customer service at all times.

Skills & Experience Required

• Previous experience within a Service Desk, Helpdesk, IT Support, or Technical Support environment.
• Strong troubleshooting and problem-solving ability.
• Experience supporting Windows operating systems and Microsoft 365.
• Good understanding of Active Directory and user account administration.
• Familiarity with ITSM/ticketing tools and incident management processes.
• Excellent communication and stakeholder management skills.
• Ability to prioritise workloads in a busy support environment.
• A proactive attitude and willingness to learn and develop.

What's on Offer?

• Excellent market-leading rate.
• 6-month initial contract with strong potential to convert into a permanent position.
• Shift allowance payments.
• Standby/on-call allowance payments.
• Opportunity to work within a supportive and collaborative IT team.
• Exposure to a wide range of technologies and business systems.
• Ongoing training and career development opportunities.
• Midlands-based role with long-term career prospects.