Location: Remote / Birmingham (Hybrid)
Contract: Contract Part-Time
Day rate: up to £160 per day inside
A part-time Helpdesk Analyst is required to join a well-established, fast-paced technology function within a large, complex organisation, providing first and second line IT support to internal staff across the business. This is a great opportunity for someone who enjoys being the first point of contact for technical issues, takes pride in resolving problems quickly, and thrives in a structured support environment.
Role Highlights
Act as the first point of contact for internal IT support requests, triaging, logging, and resolving incidents and service requests efficiently across first and second line support
Diagnose and troubleshoot a broad range of technical issues, including hardware, software, connectivity, and account access, escalating where appropriate and keeping end users informed throughout
Manage and prioritise your own ticket queue, ensuring SLAs are met, incidents are resolved in a timely manner, and the internal knowledge base is kept accurate and up to date
Work closely with wider IT and infrastructure teams to identify recurring issues, contribute to problem management, and support continuous improvement across the service desk function
Deliver a consistently high standard of customer service to internal stakeholders at all levels, communicating technical information clearly and confidently to non-technical users
What they're looking for
Previous experience in an IT helpdesk or service desk role, with exposure to first and second line support in a busy, high-volume environment
Comfortable working with common IT systems, tools, and platforms, including Windows, Microsoft 365, Active Directory, and ticketing systems
Strong troubleshooting skills with the ability to diagnose hardware, software, and connectivity issues quickly and methodically
Excellent communication skills with a patient, user-first approach to support
This is a flexible part-time role working 20–30 hours across 4–5 days per week, with shift patterns such as 7am–11am and 12pm–4pm. Fully remote candidates are welcome, with the option to work from Birmingham offices if preferred. If you are an experienced Helpdesk Analyst looking for a flexible role within a large, well-structured organisation, get in touch by applying or emailing me directly at: (url removed)
Salary description
£145.00 - £160.00 per day