End-User Tech Support Specialist | First Contact Resolution

Confidential; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

Confidential is seeking a Help Desk Analyst on a 3 Month rolling contract (Inside IR35) in Greater London. The role focuses on delivering fast first contact resolution for end users, remotely or on-site, with duties spanning phone, email and chat ticket handling.

You will provide desk-side and remote support for desktops, laptops, macOS and business software, aligned to ITIL practices and security policies, and operate within defined SLAs across shifts including early, late and weekend hours.

Qualifications

• Experience in a IT service desk environment.
• Understanding of ITIL concepts and incident management.

Responsibilities

• Provide first point of contact for end users via phone, email and chat.
• Record, log and manage incidents and service requests in the ticketing system.
• Resolve or escalate issues to appropriate Level 2 teams as needed.
• Work to agreed SLAs/OLAs and ensure timely updates to users.
• Provide desk-side support for desktops, laptops and standard software.
• Maintain information security practices and protect production environments.

Job description

Confidential is seeking a Help Desk Analyst on a 3 Month rolling contract (Inside IR35) in Greater London. The role focuses on delivering fast first contact resolution for end users, remotely or on-site, with duties spanning phone, email and chat ticket handling.

You will provide desk-side and remote support for desktops, laptops, macOS and business software, aligned to ITIL practices and security policies, and operate within defined SLAs across shifts including early, late and weekend hours.