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Service Desk Analyst
2 months ago
Overview:
We are currently partnered with one of the world's leading non-profit organisations who are looking for a Service Desk Analyst to join the business on a 3-6 month contract. Reporting directly to the Service Desk Manager, you will serve as a key technical resource within the support team, handling more complex issues that have been escalated from the 1st line support team. This position requires a deep understanding of various IT systems, a keen analytical mindset, and the ability to manage and prioritize multiple tasks effectively.
Role & Responsibilities:
Provide 2nd line technical support, handling escalated issues from the 1st line support team.
Troubleshoot and resolve complex hardware, software, and network issues.
Support and maintain client systems, including desktops, laptops, servers, and networks.
Install, administer and support all Windows based, MAC OS & iOS devices, desk phone, printers and mobile equipment.
Manage and document support requests using our ticketing system.
Collaborate with 3rd line support and other teams for issue resolution.
Maintain up-to-date knowledge of IT infrastructure and emerging technologies.
Assist in the deployment of new technologies and systems for clients.
Ensure all IT processes are documented and followed.
Essential Skills & Experience:
Strong knowledge of Windows and Mac OS operating systems.
Experience with Active Directory, Microsoft Exchange, and Office 365 administration.
Previous experience in a 2nd line support role or similar IT support position.
IT related computer qualification – i.e. CompTIA.
Familiar with programming and scripting languages – e.g. PowerShell, Python, PHP
Mobile device management and configuration.
Excellent problem-solving skills with a methodical approach to troubleshooting.
Strong communication skills, both written and verbal.
Ability to work under pressure and manage multiple tasks simultaneously.
Package:
Day rate up to £300pd inside IR35
3-6 month contract
Hybrid working – 3 days onsite
