Helpdesk Analyst (Part-Time)

Salary: £40,000 - 70,000 per year

Requirements

• Previous experience in an IT helpdesk or service desk role, with exposure to first and second line support in a busy, high-volume environment
• Comfortable working with common IT systems, tools, and platforms, including Windows, Microsoft 365, Active Directory, and ticketing systems
• Strong troubleshooting skills with the ability to diagnose hardware, software, and connectivity issues quickly and methodically
• Excellent communication skills with a patient, user-first approach to support

Responsibilities

• Act as the first point of contact for internal IT support requests, triaging, logging, and resolving incidents and service requests efficiently across first and second line support
• Diagnose and troubleshoot a broad range of technical issues, including hardware, software, connectivity, and account access, escalating where appropriate and keeping end users informed throughout
• Manage and prioritise your own ticket queue, ensuring SLAs are met, incidents are resolved in a timely manner, and the internal knowledge base is kept accurate and up to date
• Work closely with wider IT and infrastructure teams to identify recurring issues, contribute to problem management, and support continuous improvement across the service desk function
• Deliver a consistently high standard of customer service to internal stakeholders at all levels, communicating technical information clearly and confidently to non-technical users

Technologies

• Active Directory
• Hardware
• Support
• Microsoft 365
• Windows
• Office 365

More

We are a well-established, fast-paced technology function within a large, complex organisation, seeking a part-time Helpdesk Analyst. This role offers flexibility, allowing you to work 20–30 hours across 4–5 days per week, with shift patterns such as 7am–11am and 12pm–4pm. Fully remote candidates are welcome, with the option to work from our Birmingham offices if preferred. This is a fantastic opportunity for someone who enjoys being the first point of contact for technical issues and takes pride in resolving problems quickly.

last updated 16 week of 2026