Service Desk Analyst

An entry-level Service Desk Analyst role focused on delivering high-quality first-line support and an excellent digital workplace experience. You will provide friendly, responsive technical assistance, resolve common IT issues, and support colleagues in using workplace technology effectively, escalating more complex problems where required.

Client Details

This organisation is a well-established entity within the Not for Profit industry, known for its contributions to research and innovation. Operating as part of a medium-sized team, the company prioritises technological excellence to support its operations.

Description

• Act as first point of contact for IT support requests via ticketing system and walk-ups
• Resolve common hardware, software and access issues at first-line level
• Log, update and manage incidents and service requests in line with SLAs
• Provide clear guidance to users on Microsoft 365, Teams, OneDrive and workplace tools
• Support device setup, onboarding and offboarding for new starters and leavers
• Assist with basic user access requests, password resets and MFA queries
• Escalate complex issues to second-line teams with clear documentation
• Support asset tracking, equipment setup and basic AV/meeting room technology
• Follow IT processes, security standards and documentation procedures

Profile

A successful Service Desk Analyst should have:

• Experience in a junior IT support or Service Desk role preferred
• Strong customer service skills and a helpful, approachable manner
• Good working knowledge of Microsoft 365 and Windows environments
• Familiarity with ITSM tools such as FreshDesk or ServiceNow
• Basic understanding of devices, applications and user access support
• Ability to follow processes and document issues clearly
• Organised, reliable and able to manage multiple tickets effectively
• Willingness to learn and develop technical skills in a busy support environment

Job Offer

• Competitive daily rate of £180 - £230 GBP.
• Opportunity to work in the Not for Profit industry in London.
• Be part of a medium-sized organisation with a focus on innovation.
• Chance to enhance your IT skills and gain valuable experience.
• Supportive and professional working environment.

If you are ready to take the next step in your career as a Service Desk Analyst, apply now to join this exciting opportunity in London.