IT Service Desk Analyst

Service Desk Analyst Contract

Location: Hereford ( 1 day a week in office)
Contract: 3 Months
Rate: Up to £180 per day
Job Type: Full-Time Contract
Working Hours: Monday Friday, between 8am and 5:30pm on a rota basis

About the Role

Our client is looking for an experienced Service Desk Analyst to join their IT team on an initial 3-month contract.

You'll provide professional, customer-focused 1st line IT support to a broad user base, handling incidents and service requests across desktop devices, applications and user access.

This is a great opportunity for someone with strong Service Desk experience who can quickly understand technical issues, communicate effectively with users and work within agreed processes and SLAs.

What You'll Do

• Provide 1st line IT support via telephone and remote support tools
• Log, prioritise and manage incidents and service requests
• Diagnose and resolve desktop hardware and software issues
• Support users with system and network access
• Configure and support desktop applications
• Use remote administration tools to troubleshoot user issues
• Escalate unresolved incidents to 2nd line teams where appropriate
• Keep users updated throughout the resolution process
• Maintain accurate asset, equipment and ticket information
• Support software installations, upgrades and desktop deployments
• Assist with user account and email administration
• Maintain and contribute to the Service Desk knowledge base
• Work with external suppliers where required
• Ensure all work is completed in line with security, data protection and service desk procedures

What We're Looking For

• Previous experience working within an IT Service Desk or 1st Line Support role
• Strong customer service and communication skills
• Experience troubleshooting desktop hardware, software and applications
• Knowledge of user account and access administration
• Comfortable using remote support and administration tools
• Ability to prioritise incidents based on severity and business impact
• Strong attention to detail when logging and documenting issues
• Ability to work effectively within SLAs and established processes
• A proactive and customer-focused approach

Why Join?

• Up to £180 per day
• Initial 3-month contract
• Full-time Monday Friday working
• Opportunity to support a large and varied user base
• Broad exposure to desktop, application and access support
• Remote support environment
• Opportunity to contribute to service improvements and technical documentation

Apply now if you're an experienced Service Desk Analyst looking for your next contract opportunity.