Service Desk Analyst (London Area)

We're recruiting for a Service Desk Analyst for a Global Media company. This role is an initial 6 month contract - Rate is £185 per day (Inside IR35)

We require the successful candidate to be part of the team's existing shift pattern.

Shifts rotate Monday to Friday, with occasional weekend work as needed.

Shift Schedule:

- 5:00 AM – 2:00 PM

- 8:00 AM – 5:00 PM

- 9:00 AM – 6:00 PM

The Role

As a Global Tech Support Analyst, you will provide first-line support to end users across a variety of technical issues. You will investigate, resolve, and document incidents and requests, ensuring timely and effective solutions aligned with service level agreements.

Responsibilities

- Answer support calls and chats; manage incoming service tickets

- Monitor and follow up on ticket queues daily

- Maintain strong knowledge of internal systems, applications, and hardware

- Update knowledge base articles to improve efficiency

- Accurately document issues and resolutions in the ticketing system

- Coordinate with escalation teams for resolution updates

- Troubleshoot and resolve a range of technical inquiries

- Provide on-site support when required

- Log all communication and steps within tickets

- Professionally handle support queries via phone, email, chat, and self-service

- Escalate issues appropriately according to procedure

- Use knowledge base and team support for resolution

- Deliver informal technical guidance to users

- Support users remotely across various locations

- Engage in cross-training and continual learning

Person Specification

Essential:

- Willingness to work rotating shifts, including evenings and weekends

- Proven technical support and customer service experience, or relevant certification (e.g., CompTIA A+)

- Excellent communication and interpersonal skills

- Ability to manage multiple tasks in a fast-paced environment

- Trustworthy, dependable, and customer-oriented

- Proficiency with IT hardware and software, including operating systems and office applications (Windows, MacOS, Microsoft Office)

- Strong problem-solving and critical thinking

- Self-driven and capable of independent work

- Understanding of IT infrastructure fundamentals