1st Line support - Service Desk Analyst

1st Line Service Desk Analyst Derby| 6-Month Initial Contract Are you a customer-focused IT professional who enjoys solving problems and delivering exceptional support? We're looking for a 1st Line Service Desk Analyst to join a fast-paced and growing IT function, providing first-class technical support to users across the business.

This is an excellent opportunity to secure an initial 6-month contract with a possibility into a permanent position for the right individual. The Role As a 1st Line Service Desk Analyst, you will be the first point of contact for all IT-related incidents and service requests.

You will play a key role in ensuring users receive timely, professional, and effective support while maintaining high levels of customer satisfaction. Working as part of a collaborative service desk team, you will troubleshoot technical issues, manage ticket queues, and escalate more complex problems where necessary.

Key Responsibilities Provide first-line technical support via phone, email, and ticketing systems. Log, prioritise, and manage incidents and service requests through to resolution. Troubleshoot hardware, software, network, and user access issues.

Support Microsoft 365 applications and Windows-based environments. Manage password resets, account administration, and access requests. Escalate unresolved issues to 2nd and 3rd line support teams. Maintain accurate ticket updates and customer communications.

Support desktops, laptops, mobile devices, and associated peripherals. Contribute to knowledge base articles and continuous service improvements. Deliver a positive end-user experience and excellent customer service at all times.

Skills & Experience Required Previous experience within a Service Desk, Helpdesk, IT Support, or Technical Support environment. Strong troubleshooting and problem-solving ability. Experience supporting Windows operating systems and Microsoft 365.

Good understanding of Active Directory and user account administration. Familiarity with ITSM/ticketing tools and incident management processes. Excellent communication and stakeholder management skills. Ability to prioritise workloads in a busy support environment.

A proactive attitude and willingness to learn and develop. What's on Offer? Excellent market-leading rate. 6-month initial contract with strong potential to convert into a permanent position. Shift allowance payments. Standby/on-call allowance payments.

Opportunity to work within a supportive and collaborative IT team. Exposure to a wide range of technologies and business systems...

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