Hybrid IT Service Desk Analyst — 1st/2nd Line Support

Railpen; Tees Valley; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Hybrid and flexible working

Job summary

Railpen is seeking an IT Service Desk Analyst for a 12-month fixed-term contract based in Darlington. The role supports a hybrid and flexible working arrangement, with a mix of office and remote work.

You will provide 1st/2nd line IT support across the business, handling incidents and requests and ensuring timely resolution. You will work with Active Directory and M365, contribute to monitoring of the ITSM toolset, and align with incident management practices.

Qualifications

• Experience providing 1st/2nd line IT support in a fast-paced environment.
• Knowledge of Active Directory/ADDS and Microsoft 365 apps.
• Understanding of incident and request management and ITIL concepts (beneficial).

Responsibilities

• Provide 1st/2nd line remote or onsite support for IT systems.
• Manage incidents and requests using the ITSM toolset.
• Coordinate with support teams to resolve issues within SLAs.

Skills

Active Directory (ADDS)

M365 applications

Major incident management

ITIL

Customer service

Tools

ITSM toolset

Job description

Railpen is seeking an IT Service Desk Analyst for a 12-month fixed-term contract based in Darlington. The role supports a hybrid and flexible working arrangement, with a mix of office and remote work.

You will provide 1st/2nd line IT support across the business, handling incidents and requests and ensuring timely resolution. You will work with Active Directory and M365, contribute to monitoring of the ITSM toolset, and align with incident management practices.