Service Desk Support Analyst

JR United Kingdom; Slough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK client is seeking a Service Support Analyst for a contract role starting July 2025 in London. This 3-month position involves delivering high-quality IT support, mentoring, and incident management within a dynamic environment. Ideal candidates should have strong customer service skills and technical expertise in Microsoft systems.

Qualifications

• Strong experience in IT technical support (1st, 2nd, and some 3rd line).
• Experience in complex Microsoft/Windows environments and ServiceNow.
• Exceptional customer service skills with a history of high satisfaction.

Responsibilities

• Delivering robust IT technical support with a focus on customer satisfaction.
• Diagnosing and resolving issues, mentoring junior staff, and ensuring SLAs are adhered to.
• Supporting employee lifecycle processes and troubleshooting Windows 11 issues.

Skills

Customer Focus

Incident Management

Problem Solving

Technical Support

Windows Environment Support

ServiceNow Experience

Microsoft Applications Support

Job description

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Service Support Analyst (Contract Role)

We are seeking an experienced Service Desk Support Analyst to join a long-standing client of ours, starting from July 2025 for an initial 3-month contract. This is an exciting opportunity to contribute to the delivery of high-quality IT technical support services within a fast-paced environment.

Title: Service Support Analyst

Rate: £205 per day (in scope of IR35)

Contract Duration: 3 months

Start Date: July 2025

Location: London, 5 days a week on-site requirements

Role Overview: As a Service Support Analyst, you will play a crucial role in providing both 2nd line technical support services and some 3rd line. Your expertise will help maintain excellent customer satisfaction through effective incident management and the delivery of reliable, consistent, and high-quality IT services. You will be responsible for diagnosing and resolving technical issues, mentoring junior team members, and ensuring SLAs and KPIs are met.

• Delivering 1st, 2nd line, and some 3rd line IT technical support with a strong customer focus.
• Owning and resolving user issues through remote or on-site support.
• Providing high-quality solutions and workarounds within agreed SLAs.
• Assisting in the Problem Management process and contributing to service improvements.
• Strong experience supporting complex Microsoft/Windows environments / IT systems in large and diverse environments.
• Window 11 configuration (imaging laptops, configuring mobiles).
• Experience with ServiceNow ticketing system.
• BAU support, e.g., troubleshooting Windows 11 issues.
• Supporting employee lifecycle processes (new starters, leavers).
• Supporting Microsoft applications (e.g., Outlook).
• Exceptional customer service skills with a history of delivering high satisfaction, including face-to-face support at the help desk.

This role offers an excellent opportunity for a skilled IT service desk professional to contribute to a dynamic and evolving IT service environment.

If interested, please apply with your CV, highlighting relevant experience, to Ryan at [emailprotected]

Services advertised are those of an Employment Business.