Service Desk Analyst

Sellick Partnership; City Of London; Presencial; GBP 48.000 - 63.000; Jornada completa

Descripción de la vacante

Sellick Partnership is recruiting an experienced Service Desk Analyst for an interim London-based role. You will join a busy IT support team, handling incidents, providing technical assistance across Windows, Office 365, AD, and endpoint management, and ensuring timely resolution.

This on-site contract begins with an initial 3 months (likely extending to 6), paying 300 per day inside IR35 via umbrella. You may mentor junior analysts and contribute to service improvements while delivering

Formación

• Experience in a busy IT service desk or IT support environment.
• Strong troubleshooting across Windows 10/11 and Microsoft 365.
• Experience administrating Active Directory and Microsoft Entra ID.
• Familiarity with ITIL-aligned support processes.
• Excellent customer service and stakeholder management skills.

Responsabilidades

• Provide technical support across hardware, software and Microsoft technologies.
• Manage incidents and service tickets through to resolution within SLA.
• Troubleshoot and resolve complex issues in desktop, apps and MS 365 environments.
• Support Microsoft 365 apps including Outlook, Teams, OneDrive and SharePoint.
• Administer user accounts, groups and permissions in AD and Entra ID.
• Support endpoint management through Microsoft Intune.
• Install, configure and support applications, devices, and peripherals.
• Provide remote support and endpoint troubleshooting as needed.
• Serve as escalation point for complex incidents and maintain knowledge articles.

Conocimientos

Windows 10/11

Microsoft 365

Active Directory

Microsoft Entra ID

Intune / Endpoint management

Remote support

Incident management

Customer service

ITIL mindset

Clear communication

Herramientas

ServiceNow

Halo ITSM

Descripción del empleo

Service Desk Analyst

Rate

300 per day, inside IR35 (umbrella)

Location

London

Contract

Initial 3-month contract (likely to extend to 6 months)

Working pattern

Fully on-site, 5 days per week

Overview of the Service Desk Analyst role

Sellick Partnership is currently supporting an organisation with the recruitment of an experienced Service Desk Analyst on an interim basis.

This is an excellent opportunity for a customer-focused IT support professional to join a busy Service Desk environment, providing high-quality technical support to users across the organisation.

The successful candidate will be responsible for resolving technical issues, managing incidents through to resolution and acting as an escalation point for more complex issues. You'll also play a key role in supporting and mentoring junior analysts while contributing to continuous service improvement initiatives.

Key responsibilities of the Service Desk Analyst will include

• Providing technical support across a wide range of hardware, software and Microsoft technologies
• Managing incidents, requests and service tickets through to resolution within agreed service levels
• Troubleshooting and resolving complex technical issues across desktop, application and Microsoft 365 environments
• Supporting users with Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint
• Administering user accounts, groups and permissions within Active Directory and Microsoft Entra ID
• Supporting endpoint management through Microsoft Intune
• Installing, configuring and supporting applications, devices and peripherals
• Providing remote support and endpoint troubleshooting where required
• Acting as a technical escalation point for more complex incidents
• Maintaining accurate ticket updates, technical documentation and knowledge articles
• Supporting problem management and service improvement activities
• Mentoring and supporting junior Service Desk Analysts and sharing technical knowledge across the team

Required experience/qualifications of the Service Desk Analyst position will include

• Previous experience working within a busy IT Service Desk or IT Support environment
• Strong troubleshooting and diagnostic skills across Windows 10 and Windows 11 devices
• Experience supporting Microsoft 365, including Outlook, Teams, OneDrive and SharePoint
• Experience administering Active Directory and Microsoft Entra ID
• Experience supporting Microsoft Intune and endpoint management technologies
• Experience installing, configuring and supporting business applications
• Good understanding of networking fundamentals, VPNs and multi-factor authentication (MFA)
• Experience using ServiceNow, Halo or similar IT Service Management platforms
• Strong understanding of incident, request and problem management processes
• Experience working within ITIL-aligned support environments
• Excellent customer service and stakeholder management skills
• Ability to explain technical concepts and issues to non-technical users
• Strong written and verbal communication skills

Desirable experience will include

• Experience mentoring or coaching junior analysts
• Experience acting as an escalation point within a Service Desk environment
• Experience contributing to service improvement initiatives
• Experience developing and maintaining technical knowledge articles and support documentation

This is a fantastic opportunity for an experienced Service Desk professional who enjoys solving technical issues, delivering an excellent customer experience and supporting the development of others within a collaborative support team.

Synonyms

Service Desk Analyst, IT Support Analyst, Service Desk Engineer, IT Support Engineer, 2nd Line Support Analyst, Desktop Support Analyst, End User Support Analyst, ICT Support Analyst, Technical Support Analyst, EUC Analyst.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.