Service Desk Analyst
Service Desk Analyst (L1.5 Support)
đź’° ÂŁ100-ÂŁ120/day (Inside IR35) |đź“Ť Crawley, UK (5 days onsite)
đź“… 6 months (Extension Highly Likely)
Our client, a top global organization, is looking for Service Desk Analysts to join a fast-paced IT support environment, providing first-line (L1/L1.5) support across a 24/7 service desk.
This is a hands-on, user-facing role where you’ll act as the first point of contact for IT incidents and service requests, ensuring issues are resolved efficiently while maintaining a high level of customer service.
What You’ll Be Doing
- Act as the first point of contact for IT support via phone, email, chat, and ticketing systems
- Log, track, and manage incidents and service requests using ITSM tools
- Diagnose and resolve common IT issues, escalating where necessary
- Provide support across core IT infrastructure, applications, and end-user environments
- Maintain accurate documentation of incidents, resolutions, and actions taken
- Identify recurring issues and trends to support proactive problem management
- Contribute to knowledge base articles and continuous service improvement
- Deliver excellent customer service in a high-volume support environment
Required Skills & Experience
- Experience in Service Desk / IT Support (L1 or L1.5 level)
- Strong communication skills (verbal and written)
- Familiarity with ITSM tools and ticketing systems
- Good understanding of IT infrastructure and end-user support
- Strong problem-solving and analytical skills
- Ability to multitask and manage workload effectively
- Positive, customer-focused attitude
If this is relevant to your experience, please apply with your CV and we'll be in touch. Thank you!