IT Service Desk Analyst

Salary: £? - ? per year

Requirements

• Previous first-line technical support experience within a remote or service desk environment
• Strong knowledge of Microsoft 365 and related applications
• Experience using incident management platforms, including ServiceNow
• Knowledge of technologies such as Active Directory, Windows 10, SCCM, Azure, SharePoint, Mimecast, Sophos and cloud-based services
• Understanding of ticket management, incident resolution and ITIL-based support processes

Responsibilities

• Act as the first point of contact for technical incidents, requests and queries
• Manage tickets through to resolution, ensuring service levels and KPIs are achieved
• Investigate, troubleshoot and resolve issues using our internal knowledge bases and support tools
• Escalate complex issues with clear documentation and detailed troubleshooting records
• Maintain accurate ticket updates to manage user expectations throughout the resolution process
• Support workflow coordination, triage activities and performance reporting

Technologies

• Active Directory
• Azure
• Cloud
• Support
• ITIL
• Microsoft 365
• ServiceNow
• SharePoint
• Windows
• Office 365

More

We offer an IT Service Desk Analyst opportunity within a busy support function where your work directly impacts colleagues across the business, helping keep systems running smoothly and ensuring users receive fast, effective technical support. This is a rolling contract role at £120 per day PAYE, with predominantly remote working and limited office attendance. You will join an established support team of 18 technical professionals and gain exposure to a broad Microsoft and cloud-based technology environment, with the opportunity to develop experience in an ITIL-driven service desk function. The role also offers a varied workload supporting users across a large professional services environment, with rotating shifts and occasional office-based weeks as part of the working pattern.

last updated 26 week of 2026