Service Desk Analyst

LA International; Winchester; On-site; GBP 50,000 - 67,000; Full time

Job summary

LA International is seeking an experienced Service Desk Analyst for a 12-month contract in Hursley. This fully onsite role requires five days per week in the workplace, with a day rate of £317.

You will provide first-line support, diagnose incidents, log requests in ITSM, and ensure timely resolution while delivering excellent customer service. Ideal candidates will have strong troubleshooting, communication, and organisational skills, with experience in ITSM tools and Microsoft Windows/M365

Qualifications

• Experience in a Service Desk, Help Desk or customer support environment.
• ,
• Excellent customer service skills.
• Strong troubleshooting and problem-solving abilities.
• Experience using an ITSM tool.
• Ability to prioritise workload and manage multiple tasks.
• Strong written and verbal communication skills.
• Attention to detail and organisational skills.
• Ability to work independently and as part of a team.

Responsibilities

• Provide first-line technical support and assistance to users.
• Diagnose and troubleshoot IT incidents and service requests.
• Log, manage and update incidents and requests using an ITSM tool.
• Prioritise workload effectively and manage multiple support requests.
• Communicate clearly with users throughout the resolution process.
• Escalate incidents appropriately where further technical support is required.
• Maintain accurate records and documentation.
• Deliver a high standard of customer service.
• Work effectively both independently and as part of the wider support team.

Skills

First-line support

Troubleshooting

Customer service

Communication

Multitasking

Attention to detail

Teamwork

Independent work

Tools

ITSM tool

Remote support tools

Microsoft Windows

Microsoft 365

Active Directory

Job description

Job title: Service Desk Analyst

Contract: One year

Location: 5x a week in Hursley

Day rate: £317

IR35: Inside

The Role

We are looking for an experienced Service Desk Analyst to join a busy IT support environment on a 12-month contract.

This is a fully onsite position in Hursley, five days per week.

Key Responsibilities

• Provide first-line technical support and assistance to users.


• Diagnose and troubleshoot IT incidents and service requests.


• Log, manage and update incidents and requests using an IT Service Management (ITSM) tool.


• Prioritise workload effectively and manage multiple support requests.


• Communicate clearly with users throughout the resolution process.


• Escalate incidents appropriately where further technical support is required.


• Maintain accurate records and documentation.


• Deliver a high standard of customer service.


• Work effectively both independently and as part of the wider support team.

Essential Skills & Experience

• Previous experience within a Service Desk, Help Desk or customer support environment.


• Excellent customer service skills.


• Strong troubleshooting and problem-solving abilities.


• Experience using an IT Service Management (ITSM) tool.


• Ability to prioritise workload and manage multiple tasks.


• Strong written and verbal communication skills.


• Excellent attention to detail and organisational skills.


• Ability to work effectively both independently and as part of a team.

Desirable Skills

• Knowledge of ITIL Service Management principles.


• Experience supporting Microsoft Windows environments.


• Experience supporting Microsoft 365.


• Familiarity with Active Directory user administration.


• Basic understanding of networking concepts.


• Experience using remote support tools.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.