ServiceDesk Analyst - Uxbridge

Summary: The IT ServiceDesk Analyst role involves providing high-quality, front-line IT support in a higher education environment. The position requires a customer-focused individual to assist users with various IT queries through multiple channels. The analyst will also be responsible for monitoring support tickets, deploying hardware, and ensuring compliance with IT policies. This is a hybrid role based in Uxbridge for an initial duration of three months.

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
• Proficiency in IT support and troubleshooting
• Experience with ITIL service management processes
• Ability to work collaboratively within a team
• Excellent communication skills
• Experience in a higher education environment is a plus
• Ability to document processes and maintain knowledge bases

Salary (Rate): £300 daily

City: Uxbridge

Country: UK

Working Arrangements: hybrid

IR35 Status: outside IR35

Seniority Level: Mid-Level

Industry: IT

Detailed Description From Employer:

IT SerivceDesk Analyst

Location: Uxbridge (Hybrid)
Duration: 3 months Initially
Day Rate: £300
IR35: Outside

Role Overview

We 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