IT Service Desk Analyst - 1St/2Nd Line Support - Derby (Inside IR35)

IT People Recruitment; East Midlands; Sur place; GBP 23 000 - 29 000; Plein temps

Résumé du poste

IT People Recruitment is seeking an IT Service Desk Analyst to join an established IT support team on an initial three-month contract. The role involves providing 1st and some 2nd line support to end users, resolving issues and ensuring high IT service standards.

The successful candidate will handle Windows troubleshooting, Active Directory, Microsoft 365 and Intune tasks, manage incidents and support onboarding/offboarding processes within a busy environment.

Qualifications

• Experience in IT Service Desk, Helpdesk or IT Support Analyst role.
• Familiarity with Windows desktop troubleshooting.

Responsabilités

• Provide 1st line and some 2nd line IT support via phone, email and ticketing systems.
• Diagnose and resolve hardware, software and connectivity issues.
• Support Windows desktops, laptops, mobiles, and printers.
• Administer Active Directory accounts and security groups.
• Support Microsoft 365 environments and Intune/mobile device management.
• Manage IT incidents and service requests with timely resolution or escalation.
• Assist with user onboarding and offboarding processes.
• Maintain records of incidents, assets and documentation.
• Communicate clearly with end users throughout resolution.
• Occasional onsite technical support as required.

Connaissances

Windows OS

Active Directory

Microsoft 365

Intune

IT ticketing system

Customer service

Communication

Incident prioritisation

Outils

Ticketing system

Description du poste

We are recruiting an IT Service Desk Analyst to join an established IT support team on an initial three-month contract.

This is an excellent opportunity for an IT Support Analyst with hands-on experience providing 1st and 2nd line technical support in a busy, customer-focused environment.

You will be responsible for supporting end users, resolving technical issues, managing service requests and ensuring a high standard of IT support across the business.

Key Responsibilities

• Provide 1st line and some 2nd line IT support to end users via telephone, email and service desk ticketing systems.
• Diagnose and resolve hardware, software and connectivity issues.
• Support Windows desktops, laptops, mobile devices and printers.
• Administer user accounts, passwords and security groups within Active Directory.
• Support Microsoft 365 applications and user environments.
• Assist with Microsoft Intune and mobile device management.
• Manage IT incidents and service requests, ensuring timely resolution or escalation.
• Support user onboarding and offboarding processes.
• Maintain accurate records of incidents, assets and technical documentation.
• Provide clear, professional communication to end users throughout the resolution process.
• Assist with occasional onsite technical support where required.

Skills and Experience Required

• Previous experience working in an IT Service Desk, Helpdesk or IT Support Analyst position.
• Good knowledge of Windows operating systems and desktop troubleshooting.
• Experience supporting Active Directory and Microsoft 365.
• Familiarity with Microsoft Intune or other device management solutions.
• Experience using an IT ticketing system.
• Good understanding of basic networking and connectivity troubleshooting.
• Excellent communication and customer service skills.
• Ability to prioritise incidents, take ownership of issues and work independently.

Desirable Skills

• ITIL knowledge or certification.
• Experience providing 2nd line support.
• Previous experience with enterprise applications.
• Experience supporting users across multiple locations.

The Opportunity

This is an initial three-month contract within an established IT environment, offering the opportunity to work alongside an experienced support team.

We are particularly interested in candidates who are practical, approachable, customer-focused and comfortable resolving everyday IT issues.

Applicants should be based within a reasonable commuting distance of the Derby, Nottingham and Loughborough area.