Service Desk Analyst

Vincere; Greater London; Hybrid; GBP 33,000 - 47,000; Full time

Job summary

Vincere is seeking a Service Desk Analyst to join our IT team in Kingston upon Thames on a 3-month contract. The role covers 1st and 2nd line support, handling high-volume incidents, and delivering a professional service to internal users.

You will troubleshoot hardware, software and Office 365 issues, log and manage tickets, and escalate complex cases as needed in a fast-paced environment. Hybrid onsite work is available.

Qualifications

• 2nd Line IT Support experience is preferred.
• Strong 1st Line experience considered.
• Experience with IT ticketing systems is required.
• Good knowledge of Microsoft Office / Microsoft 365.
• 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 in line with processes.
• Support the wider IT team with day-to-day technical requirements.

Skills

2nd Line IT Support

Ticketing systems

Microsoft 365

Troubleshooting

Customer-facing

Tools

Ticketing system(s)

Job description

Service Desk Analyst / 2nd Line / 1st Line / 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.

Service Desk Analyst / 2nd Line / 1st Line / Microsoft / O365 / Contract / Inside IR35 / 3 month / Kingston-Upon-Thames / Onsite / Hybrid

Service Desk Analyst / 2nd Line / 1st Line / Microsoft / O365 / Contract / Inside IR35 / 3 month / Kingston-Upon-Thames / Onsite / Hybrid

Service Desk Analyst / 2nd Line / 1st Line / Microsoft / O365 / Contract / Inside IR35 / 3 month / Kingston-Upon-Thames / Onsite / Hybrid