IT Service Desk Analyst
3 to 6 Month Contract
Inside IR35
IT Talent is representing an exciting opportunity for a skilled IT Service Desk Analyst to join one of our leading clients within the space sector. This is a 3 to 6 month contract role, based primarily onsite in Guildford, with some flexibility for remote working days. The position falls
inside IR35 , and we're seeking individuals who thrive in a fast-paced, technical environment supporting a diverse user base. Key Purpose of the Role As a 1st Line IT Service Desk Analyst, you'll provide crucial frontline support to internal users across multiple sites, ensuring timely and effective resolution of technical incidents and queries. This is a role that combines technical problem-solving with excellent customer service skills. Responsibilities User Support : Receive and manage calls from users regarding technical incidents or queries. Ticket Management : Accurately log submissions into the Service Desk system, maintaining detailed notes on actions taken. Issue Resolution : Conduct preliminary investigations using telephone, email, or remote admin tools, resolving issues where possible or escalating when necessary. SOP Development : Develop and update Standard Operating Procedures (SOPs) for quick-win solutions to improve efficiency. Service Desk Monitoring : Handle email queries, monitor phone systems, and manage escalated tickets to ensure SLA compliance. Administration : Carry out IT documentation and general administrative tasks, including procurement. Collaboration : Work closely with the Service Delivery Manager and Head of IT to support other directed tasks as needed. Essential Requirements Qualifications: A diploma or NVQ in IT or communications (desirable but not essential). Awareness of ITIL frameworks or equivalent is an advantage. Experience: Familiarity with using computers and general IT systems. Previous experience in a customer-facing role. Knowledge & Skills: Strong communication and telephone skills. Excellent customer service abilities. Knowledge of Windows operating systems and the Microsoft Office suite. Good analytical and problem-solving skills. Ability to work effectively in a team and under pressure. Demonstrated commitment to values such as accountability, teamwork, customer focus, and innovation.
#J-18808-Ljbffr
inside IR35 , and we're seeking individuals who thrive in a fast-paced, technical environment supporting a diverse user base. Key Purpose of the Role As a 1st Line IT Service Desk Analyst, you'll provide crucial frontline support to internal users across multiple sites, ensuring timely and effective resolution of technical incidents and queries. This is a role that combines technical problem-solving with excellent customer service skills. Responsibilities User Support : Receive and manage calls from users regarding technical incidents or queries. Ticket Management : Accurately log submissions into the Service Desk system, maintaining detailed notes on actions taken. Issue Resolution : Conduct preliminary investigations using telephone, email, or remote admin tools, resolving issues where possible or escalating when necessary. SOP Development : Develop and update Standard Operating Procedures (SOPs) for quick-win solutions to improve efficiency. Service Desk Monitoring : Handle email queries, monitor phone systems, and manage escalated tickets to ensure SLA compliance. Administration : Carry out IT documentation and general administrative tasks, including procurement. Collaboration : Work closely with the Service Delivery Manager and Head of IT to support other directed tasks as needed. Essential Requirements Qualifications: A diploma or NVQ in IT or communications (desirable but not essential). Awareness of ITIL frameworks or equivalent is an advantage. Experience: Familiarity with using computers and general IT systems. Previous experience in a customer-facing role. Knowledge & Skills: Strong communication and telephone skills. Excellent customer service abilities. Knowledge of Windows operating systems and the Microsoft Office suite. Good analytical and problem-solving skills. Ability to work effectively in a team and under pressure. Demonstrated commitment to values such as accountability, teamwork, customer focus, and innovation.
#J-18808-Ljbffr
