ServiceDesk Analyst - Uxbridge
Posted Today by Adecco
£300 Per day
Outside
Hybrid
City of London, London
Summary: The IT Service Desk Analyst role involves providing high-quality, front-line IT support in a higher education environment, acting as the first point of contact for IT queries. The position requires a proactive approach to problem-solving and strong customer service skills while collaborating with a wider IT support team. The role is hybrid, based in Uxbridge, and initially for a duration of 3 months. The analyst will assist users with various IT-related issues and ensure compliance with institutional standards and policies.
Key Responsibilities:
- Provide friendly, professional, and customer-focused front-of-house IT support
- Assist users with device connectivity, printing, software access, and general IT enquiries
- Monitor, prioritise, and resolve support tickets within agreed service levels
- Deploy and support hardware and equipment in line with institutional standards
- Apply ITIL-aligned service management processes
- Investigate and escalate incidents, documenting key actions and outcomes
- Support user testing, pilot rollouts, and feedback gathering for new services
- Supervise and support junior team members during operational hours
- Maintain accurate documentation and update the internal knowledge base
- Deliver basic training and user guidance on supported systems and software
- Support university events such as exams, enrolment, and registration
- Ensure compliance with IT and Health & Safety policies, including risk assessments
- Participate in process improvement initiatives and service reviews
Key Skills:
- Strong customer service skills
- Proactive problem-solving abilities
- Experience in IT support within a higher education environment
- Knowledge of ITIL service management processes
- Ability to work collaboratively within a team
- Excellent communication skills
- Experience with hardware and software support
- Ability to document processes and maintain knowledge bases
- Experience in training and guiding users
- Understanding of IT and Health & Safety policies
Salary (Rate): £300/day
City: Uxbridge
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
description: IT SerivceDesk Analyst Location: Uxbridge (Hybrid)Duration: 3 Months Initially Day Rate: £300IR35: OutsideRole OverviewWe are seeking a customer-focused IT Support Officer to provide high-quality, front-line IT support to users within a higher education environment. Acting as the first point of contact for IT queries, you will deliver technical assistance across various channels including in-person, phone, email, and chat. The role requires a proactive approach to problem-solving, a strong customer service ethic, and the ability to work collaboratively within a wider IT support team.
- Key Responsibilities
- Provide friendly, professional, and customer-focused front-of-house IT support
- Assist users with device connectivity, printing, software access, and general IT enquiries
- Monitor, prioritise, and resolve support tickets within agreed service levels
- Deploy and support hardware and equipment in line with institutional standards
- Apply ITIL-aligned service management processes
- Investigate and escalate incidents, documenting key actions and outcomes
- Support user testing, pilot rollouts, and feedback gathering for new services
- Supervise and support junior team members during operational hours
- Maintain accurate documentation and update the internal knowledge base
- Deliver basic training and user guidance on supported systems and software
- Support university events such as exams, enrolment, and registration
- Ensure compliance with IT and Health & Safety policies, including risk assessments
- Participate in process improvement initiatives and service reviews