Service Desk Analyst

Sellick Partnership; Greater London; On-site; GBP 48,000 - 63,000; Full time

Job summary

Sellick Partnership is recruiting a Service Desk Analyst for an interim, on-site role in London. The successful candidate will deliver high-quality IT support to users, resolve incidents to resolution within agreed SLAs, and act as escalation point for complex issues.

The role includes mentoring junior analysts and contributing to continuous service improvement. The position is a 3-month contract with potential extension, paying £300 per day inside IR35 (umbrella).

Qualifications

• Experience working in a busy IT Service Desk or IT Support environment.
• Strong troubleshooting across Windows 10/11 devices and Microsoft 365 apps.
• Ability to explain technical concepts to non-technical users and maintain clear documentation.

Responsibilities

• Provide technical support across hardware, software and Microsoft technologies.
• Manage incidents and service requests through to resolution within SLA.
• Troubleshoot complex issues on desktops, apps and Microsoft 365 environments.
• Mentor junior analysts and contribute to service improvement initiatives.
• Maintain accurate ticket updates and knowledge articles.

Skills

Customer service

Troubleshooting

Communication

Incident management

ITIL knowledge

Education

ITIL Foundation

Tools

ServiceNow

Microsoft 365

Active Directory

Entra ID

Intune

SharePoint

Job description

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

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.