IT Service Desk Analyst — First-Time Fix Specialist

Undisclosed; Milton Keynes; On-site; GBP 28,000 - 33,000; Full time

Job summary

VWFS IT Services is seeking a Service Desk Analyst for Milton Keynes. The role is fully onsite with core hours 8-16 or 10-18, offering a daily rate of up to £178.85 inside IR35.

The analyst will log incidents and service requests, provide first-time fixes where possible, and escalate when needed to second-level support. Strong communication and stakeholder updates are essential for success.

Qualifications

• Experience delivering first time fix in a service desk environment.
• Ability to triage incidents and escalations quickly.
• Knowledge of ITIL or IT service management principles.

Responsibilities

• Responsible for a technical ‘first time fix’ where possible, working towards defined targets and KPIs.
• Ensuring calls are answered within the required SLA.
• Assigning impact and urgency for incidents and requests.
• Engage with support teams to resolve incidents and maintain customer satisfaction.
• Own incident resolution with input from HQ and 3rd party providers.
• Manage multiple work channels and provide daily management information.

Skills

First-line support

Incident management

SLA compliance

Customer service

Communication

Job description

VWFS IT Services is seeking a Service Desk Analyst for Milton Keynes. The role is fully onsite with core hours 8-16 or 10-18, offering a daily rate of up to £178.85 inside IR35.

The analyst will log incidents and service requests, provide first-time fixes where possible, and escalate when needed to second-level support. Strong communication and stakeholder updates are essential for success.