Service Desk Analyst

Reed; Liverpool City Region; Hybrid; GBP 24,000 - 31,000; Full time

Job summary

Reed is seeking an IT Service Desk Access Control Analyst to support a leading legal organisation. You will focus on user access, account administration and permissions, while also delivering general Service Desk assistance as needed.

Ideal candidates will have experience with Active Directory, user accounts and access management, using ITSM tools like ServiceNow, and a solid grasp of Microsoft 365 and Windows 11. The role is remote with on-site attendance in Liverpool once a week.

Qualifications

• Strong customer service and communication skills.
• Ability to follow defined access control processes.
• Good understanding of user accounts, permissions and security groups.

Responsibilities

• Process and manage user access requests and incidents.
• Create, amend, disable and re-enable user accounts.
• Manage permissions and security group memberships.
• Support JML (Joiner, Mover, Leaver) processes.
• Ensure approvals are in place before granting access.
• Maintain ticket records and audit trails.
• Identify and escalate access or security concerns.
• Provide Service Desk support when required.

Skills

Customer service

Communication skills

Attention to detail

Follow processes

Tools

ServiceNow

Microsoft 365

Windows 11

PowerShell

Job description

IT Service Desk Analyst

Remote/Liverpool (on site once a week)

£150 per day (Inside IR35)

3 month + contract (could go permanent)

An IT Service Desk Access Control Analyst is required to join a leading legal organisation on Working as part of the wider IT Service Desk function, you'll have a particular focus on user access, account administration and permissions, while also providing general Service Desk support when required. This would suit an experienced Service Desk / IT Support Analyst who has had exposure to Active Directory, user accounts and access management and would like to develop further in this area.

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.