Service Desk Analyst (Contract) Location : Palestra House, Southwark (100% on-site) Rate: £200 per day IR35: Inside IR35 Duration: ASAP - 01st May (initial) Working Pattern: Monday-Friday, rotating shifts ________________________________________ Key Information (Important) - Fully on-site role - no remote or hybrid working - Contract runs ASAP until 01st May - Rotating shifts (Mon-Fri): 07:00-15:00 & 10:00-18:00 (worked on a rota basis) - Operating hours: 07:00 - 18:00 ________________________________________ Overview A large UK organisation is looking for a Service Desk Analyst to join its on-site IT support team based in Southwark on a short-term contract. This is a primarily 1st Line Service Desk role, with some 2nd Line investigation and diagnosis, supporting head office and business users. You will be the first point of contact for IT issues, responsible for triaging, logging, prioritising and resolving incidents, while delivering a high standard of customer service. The role is hands-on and fast-paced, so the successful contractor will be comfortable working on-site, adapting quickly and providing strong first-time fixes. ________________________________________ Responsibilities - Act as the first point of contact for IT incidents and service requests - Triage, prioritise and break down issues in line with ITIL processes - Provide on-site desk-side and remote support - Deliver a strong first-time fix rate - Provide 1st Line support and carry out some 2nd Line investigation and diagnosis - Support users across Microsoft 365 (Outlook, Excel, Teams) - Troubleshoot hardware and software issues for local and remote users - Support office infrastructure and peripherals - Carry out routine operational procedures and assist with installations - Escalate unresolved issues where appropriate - Contribute to documentation and support procedures - Maintain a customer-focused approach at all times ________________________________________ Skills & Experience - Experience working in a Service Desk or IT Support role - Experience triaging, prioritising and managing incidents - Understanding of ITIL fundamentals (incident management, service requests) - Experience supporting Windows operating systems - Good working knowledge of Microsoft 365 / O365 - General hardware troubleshooting experience - Exposure to supporting business systems, such as Workday or similar enterprise applications - Ability to work effectively in a busy, reactive environment - Strong communication skills and a customer-service mindset - Comfortable working fully on-site and on rotating shifts ________________________________________ Nice to Have - ITIL Foundation certification - Experience supporting Citrix environments - Desktop or head office IT support experience - Device setup, deployment or installation experience - Basic networking knowledge (LAN / WAN / Wi-Fi) - Experience producing or maintaining support documentation ________________________________________ Interview Process - Single-stage interview via Microsoft Teams