First-Line Service Desk Analyst – Derby | 6-Month Contract

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

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.