Service Desk Analyst

Service Desk Analyst – Windows 11

Overview:

We are currently supporting a leading financial services organisation that is seeking a Service Desk Analyst to assist with a large-scale Windows 10 to Windows 11 migration. This position is fully office-based in London and will involve guiding users through the upgrade process, resolving technical issues, and ensuring successful access to business-critical applications.

The ideal candidate will bring strong troubleshooting skills across Microsoft environments and be confident supporting end users in a fast-paced, professional setting.

Role & Responsibilities:

• Provide hands-on support to end users upgrading from Windows 10 to Windows 11.
• Assist with software access and configuration via the company’s software portal.
• Troubleshoot upgrade-related and end-user device issues, escalating where appropriate.
• Log and manage tickets in the ITSM platform in line with SLAs.
• Maintain accurate documentation of incidents and resolutions.
• Communicate clearly with users of varying technical abilities.
• Monitor progress and provide daily updates to project leads.

Essential Skills & Requirements:

• Solid experience supporting Windows 10/11 desktop environments.
• Hands-on exposure to OS deployment, upgrades, and/or device refresh projects.
• Good understanding of Microsoft 365, Active Directory, and general device troubleshooting.
• Experience using ITSM ticketing tools (ServiceNow desirable).
• Strong customer service, communication, and organisational skills.
• Able to work independently and produce supporting user documentation.

Desirable:

• Previous experience supporting device rollout or upgrade programmes.
• Knowledge of Intune, Autopilot, and remote support tools.
• Hardware troubleshooting capabilities.

Offer:

• London-based, fully onsite role.
• £200 - £350 Per Day Inside IR35 contract.
• Working hours: 09:30–17:30.
• Expected contract completion: End of January.