Service Desk Analyst

Confidential; Liverpool; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Remote-friendly

On-site visits in Liverpool

Job summary

Confidential is seeking an IT Service Desk Analyst for a 3-month contract with a remote-first setup and weekly on-site presence in Liverpool. The role pays £150 per day inside IR35 and covers access control, identity management and service desk support.

Responsibilities include managing user access, JML processes, preventing unnecessary access grants, and maintaining audit trails while working with IT and Information Security teams to improve processes.

Qualifications

• Prior IT Service Desk or access administration experience.
• Experience handling user calls, tickets and emails.
• Solid understanding of user accounts and security groups.
• Familiarity with ITSM platforms (preferably ServiceNow).
• Good working knowledge of Microsoft 365 and Windows 11.
• Strong customer service and communication skills.

Responsibilities

• Process and manage user access requests and incidents.
• Create, amend, disable and re-enable user accounts.
• Manage permissions and security group memberships.
• Support Joiner, Mover and Leaver (JML) processes.
• Ensure approvals are in place before granting access.
• Maintain accurate ticket records and audit trails.
• Identify and escalate access or security concerns.
• Collaborate with IT, Information Security and other teams.
• Provide phone and ticket-based Service Desk support as needed.
• Contribute to process improvements and documentation.

Skills

Customer service

Communication

Attention to detail

Access control

ITSM

Tools

ServiceNow

Microsoft 365

Job description

IT Service Desk Analyst

Remote/Liverpool (on site once a week)

£150 per day (Inside IR35)

3 month + contract (could go permanent)

Responsibilities:

• Processing and managing user access requests and incidents
• Creating, amending, disabling and re-enabling user accounts
• Managing permissions and security group memberships
• Supporting Joiner, Mover and Leaver (JML) processes
• Ensuring appropriate approvals are in place before granting access
• Maintaining accurate ticket records and audit trails
• Identifying and escalating access or security concerns
• Working with IT, Information Security and other internal stakeholders
• Providing phone and ticket-based Service Desk support when required
• Contributing to process improvements and documentation

Experience required:

• Previous experience within an IT Service Desk, IT Support or access administration environment
• Experience supporting users through calls, tickets and email
• Good understanding of user accounts, permissions and security groups
• Experience using an ITSM platform, ideally ServiceNow
• Good working knowledge of Microsoft 365 and Windows 11
• Strong customer service and communication skills
• Excellent attention to detail and the ability to follow defined processes
• An understanding of access control and information security principles

Desirable experience

• Active Directory user and group administration
• Microsoft Entra ID / Azure AD
• Joiner, Mover and Leaver processes
• Privileged account administration
• PowerShell
• ITIL
• Information security, governance or access control experience

This is a great opportunity for a Service Desk professional looking to gain further experience within access control and identity/access management while working within a professional legal environment.