1St Line Support - Service Desk Analyst

Lorien; East Midlands; On-site; GBP 22,000 - 33,000; Full time

Benefits offered by this job

Shift allowance payments

Standby/on-call allowance payments

Permanent role potential

Job summary

Lorien is seeking a 1st Line Service Desk Analyst in Derby on a 6-month initial contract with a strong potential to convert to a permanent position. You will be the first point of contact for IT incidents and requests, delivering timely support while maintaining high customer satisfaction.

Join a collaborative IT team, troubleshoot issues across Windows and Microsoft 365, and gain exposure to a wide range of technologies. Excellent market-leading rate and shift/standby allowances are offered.

Qualifications

• Experience with Windows operating systems and Microsoft 365.
• Strong troubleshooting and problem-solving ability.
• Familiarity with Active Directory and user account administration.
• Experience using ITSM or ticketing tools and incident management processes.
• Excellent communication and stakeholder management skills.

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 peripherals.
• Contribute to knowledge base articles and service improvements.
• Deliver a positive end-user experience and excellent customer service.

Skills

Windows OS

Microsoft 365

Active Directory

ITSM/Ticketing

Communication

Problem-solving

Prioritisation

Job description

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.
• Ongoing training and career development opportunities.
• Midlands-based role with long-term career prospects.

If you're an enthusiastic IT support professional looking for an opportunity that offers an excellent rate, additional shift and standby payments, and a genuine route to permanent employment, we'd love to hear from you.