IT Service Desk Analyst

Service Desk Analyst – Contract
Location: Hereford ( 1 day a week in office)
Contract: 3 Months
Rate: Up to £180 per day
Job Type: Full-Time Contract
Working Hours: Monday–Friday, between 8am and 5:30pm on a rota basis
About the Role
Our client is looking for an experienced Service Desk Analyst to join their IT team on an initial 3-month contract.
You'll provide professional, customer-focused 1st line IT support to a broad user base, handling incidents and service requests across desktop devices, applications and user access.
This is a great opportunity for someone with strong Service Desk experience who can quickly understand technical issues, communicate effectively with users and work within agreed processes and SLAs.
What You'll Do
* Provide 1st line IT support via telephone and remote support tools
* Log, prioritise and manage incidents and service requests
* Diagnose and resolve desktop hardware and software issues
* Support users with system and network access
* Configure and support desktop applications
* Use remote administration tools to troubleshoot user issues
* Escalate unresolved incidents to 2nd line teams where appropriate
* Keep users updated throughout the resolution process
* Maintain accurate asset, equipment and ticket information
* Support software installations, upgrades and desktop deployments
* Assist with user account and email administration
* Maintain and contribute to the Service Desk knowledge base
* Work with external suppliers where required
* Ensure all work is completed in line with security, data protection and service desk procedures
What We're Looking For
* Previous experience working within an IT Service Desk or 1st Line Support role
* Strong customer service and communication skills
* Experience troubleshooting desktop hardware, software and applications
* Knowledge of user account and access administration
* Comfortable using remote support and administration tools
* Ability to prioritise incidents based on severity and business impact
* Strong attention to detail when logging and documenting issues
* Ability to work effectively within SLAs and established processes
* A proactive and customer-focused approach
Why Join?
* Up to £180 per day
* Initial 3-month contract
* Full-time Monday–Friday working
* Opportunity to support a large and varied user base
* Broad exposure to desktop, application and access support
* Remote support environment
* Opportunity to contribute to service improvements and technical documentation
Apply now if you're an experienced Service Desk Analyst looking for your next contract opportunity