Service Desk Analyst

Vivo Talent; East Horsley; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Vivo Talent is recruiting a Service Desk Analyst to join a busy IT team in Kingston upon Thames on an initial 3-month contract (Inside IR35). The role covers 1st and 2nd line support, handling a high volume of incidents in a fast-paced environment, with a mix of onsite and hybrid working.

You should have solid experience in IT service desk support, strong knowledge of Microsoft Office 365, and be capable of logging and resolving tickets efficiently while providing excellent customer service.

Qualifications

• Experience in an IT Service Desk / Support environment.
• 2nd Line Support experience preferred.
• Strong 1st Line experience considered.
• Experience with IT ticketing systems.
• Knowledge of Microsoft Office 365.
• Strong troubleshooting and problem-solving skills.
• Experience in fast-paced, high-volume environment.
• Retail or customer-facing experience advantageous.
• Strong communication and interpersonal skills.

Responsibilities

• Provide 1st and 2nd Line IT support to users across the business
• Log, manage and resolve incidents through the relevant ticketing system
• Troubleshoot hardware, software and Microsoft Office-related issues
• Escalate more complex technical issues where required
• Work effectively within a high-volume support environment
• Provide a professional and customer-focused service to users
• Prioritise and manage tickets effectively in line with agreed processes
• Support the wider IT team with day-to-day technical requirements

Skills

2nd Line Support

1st Line Support

Microsoft Office 365

IT Ticketing Systems

Customer-facing

Troubleshooting

Communication Skills

Pressure Handling

Job description

Service Desk Analyst / 2ndLine / 1stLine / Microsoft / O365 / Contract / Inside IR35 / 3 month / Kingston-Upon-Thames / Onsite / Hybrid

We are currently looking for a 2nd Line Support Analyst to join a busy environment on an initial 3-month contract.

The role will suit someone with previous 2nd Line IT Support experience, although strong 1st Line Analysts with good technical knowledge and experience working on ticketing systems will also be considered.

The successful candidate will be joining a high volume support environment with workloads expected to increase significantly heading into the Christmas period. As a result personality, attitude and the ability to work well under pressure will be just as important as technical ability.

Key Responsibilities:

• Provide 1st and 2nd Line IT support to users across the business


• Log, manage and resolve incidents through the relevant ticketing system


• Troubleshoot hardware, software and Microsoft Office-related issues


• Escalate more complex technical issues where required


• Work effectively within a high-volume support environment


• Provide a professional and customer-focused service to users


• Prioritise and manage tickets effectively in line with agreed processes


• Support the wider IT team with day-to-day technical requirements

Key Skills & Experience:

• Previous experience in an IT Service Desk / Support environment


• Ideally 2nd Line Support experience


• Strong 1st Line experience will also be considered


• Experience working with IT ticketing systems


• Good knowledge of Microsoft Office / Microsoft 365


• Strong troubleshooting and problem-solving skills


• Experience working in a fast-paced, high-volume environment


• Retail or customer-facing environment experience would be advantageous


• Strong communication and interpersonal skills


• Positive attitude and professional approach

Further job details available upon application.