Service Desk & Event Management Analyst
Posted 1 day ago by Jobserve
£175 Per day
Inside
Onsite
Warrington, Cheshire
Summary: The Service Desk & Event Management Analyst role involves providing first and second line IT support within a world-leading organization. The position is focused on troubleshooting and resolving IT-related incidents and service requests while ensuring high-quality customer service. This is a 12-month contract with potential extensions, requiring on-site presence in Warrington. The role offers opportunities for professional development and contribution to a long-term program of work.
Key Responsibilities:
- Act as the first point of contact for IT-related incidents and service requests (phone, email, ticketing system, chat).
- Act as 2nd line of support for Desktop and Application issues escalated by 1st line of support.
- Troubleshoot and resolve issues related to desktops, laptops, mobile devices, applications, printers, and network connectivity.
- Provide remote and desk-side support, escalating to Level 3 support teams as required.
- Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence.
- Deliver high-quality, customer-focused communication and technical guidance.
- Perform user account administration (Active Directory, O365, VPN, email, etc.).
- Document solutions and contribute to the knowledge base for continuous improvement.
- Support shift coverage as part of a 10x5 or extended-hours support model if required.
- Coordination and facilitation of Major Incident Communication including handover of Major Incidents to Manager Incident Manager to manage them through their life cycle till closure.
Key Skills:
- Experience in IT service desk/end-user support roles (1st & 2nd line).
- Strong knowledge of Windows/Mac OS, O365, and commonly used enterprise applications.
- Analytical mindset for identifying patterns in incidents/events.
- Familiarity with ITSM tools (ServiceNow, Remedy, or similar).
- Excellent problem-solving and customer service skills.
- Desirable skills/knowledge/experience: ITIL Foundation certification.
Salary (Rate): £175 daily
City: Warrington
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Service Desk & Event Management Analyst
12 Month contract initially + Extensions
Based: Onsite in Warrington
Rate - £150 - £175 p/d via Umbrella
We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for a number of Service Desk & Event Management Analyst's on a long term program of work.
Key Responsibilities:
* Act as the first point of contact for IT-related incidents and service requests (phone, email, ticketing system, chat).
* Act as 2nd line of support for Desktop and Application issues escalated by 1st line of support
* Troubleshoot and resolve issues related to desktops, laptops, mobile devices, applications, printers, and network connectivity.
* Provide remote and desk-side support, escalating to Level 3 support teams as required.
* Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence.
* Deliver high-quality, customer-focused communication and technical guidance.
* Perform user account administration (Active Directory, O365, VPN, email, etc.).
* Document solutions and contribute to the knowledge base for continuous improvement.
* Support shift coverage as part of a 10x5 or extended-hours support model if required.
* Coordination and facilitation of Major Incident Communication including handover of Major Incidents to Manager Incident Manager to manage them through their life cycle till closure
Key Skills & Experience:
* Experience in IT service desk/end-user support roles (1st & 2nd line).
* Strong knowledge of Windows/Mac OS, O365, and commonly used enterprise applications.
* Analytical mindset for identifying patterns in incidents/events
* Familiarity with ITSM tools (ServiceNow, Remedy, or similar).
* Excellent problem-solving and customer service skills.
Desirable skills/knowledge/experience:
* ITIL Foundation certification
This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.
LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.
A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.