IT Service Desk Analyst - 1st / 2nd Line Support - Derby (inside IR35)

We are recruiting an IT Service Desk Analyst to join an established IT support team on an initial three-month contract.

This is an excellent opportunity for an IT Support Analyst with hands-on experience providing 1st and 2nd line technical support in a busy, customer-focused environment.

You will be responsible for supporting end users, resolving technical issues, managing service requests and ensuring a high standard of IT support across the business.

Key Responsibilities

• Provide 1st line and some 2nd line IT support to end users via telephone, email and service desk ticketing systems.

• Diagnose and resolve hardware, software and connectivity issues.

• Support Windows desktops, laptops, mobile devices and printers.

• Administer user accounts, passwords and security groups within Active Directory.

• Support Microsoft 365 applications and user environments.

• Assist with Microsoft Intune and mobile device management.

• Manage IT incidents and service requests, ensuring timely resolution or escalation.

• Support user onboarding and offboarding processes.

• Maintain accurate records of incidents, assets and technical documentation.

• Provide clear, professional communication to end users throughout the resolution process.

• Assist with occasional onsite technical support where required.

Skills and Experience Required

• Previous experience working in an IT Service Desk, Helpdesk or IT Support Analyst position.

• Good knowledge of Windows operating systems and desktop troubleshooting.

• Experience supporting Active Directory and Microsoft 365.

• Familiarity with Microsoft Intune or other device management solutions.

• Experience using an IT ticketing system.

• Good understanding of basic networking and connectivity troubleshooting.

• Excellent communication and customer service skills.

• Ability to prioritise incidents, take ownership of issues and work independently.

Desirable Skills

• ITIL knowledge or certification.

• Experience providing 2nd line support.

• Previous experience with enterprise applications.

• Experience supporting users across multiple locations.

The Opportunity

This is an initial three-month contract within an established IT environment, offering the opportunity to work alongside an experienced support team.

We are particularly interested in candidates who are practical, approachable, customer-focused and comfortable resolving everyday IT issues.

Applicants should be based within a reasonable commuting distance of the Derby, Nottingham and Loughborough area.

Please apply with an up-to-date CV for immediate consideration.