We are currently seeking a proactive and customer-focusedService Desk Analystto join a dynamic IT team within a respectedPublic Sector organisation. This is a fantastic opportunity for someone with strong technical support skills and a passion for delivering excellent service to end users. As a Service Desk Analyst, you will be the first point of contact for IT-related issues, providing 1st and 2nd line support across a range of technologies. Youll play a key role in ensuring the smooth operation of IT services and supporting the organisations digital transformation initiatives. Job Title: Service Desk Analyst Location: North West London (5 days p/week onsite) Contract Type: 3 month inital contract (with potential for extension) Rate: £120-140 Inside IR35 Start Date: ASAP Sector: Public Sector Key Responsibilities Provide 1st line technical support via phone, email, and ticketing system Log, track, and resolve incidents and service requests in line with SLAs Troubleshoot hardware, software, and network issues Escalate complex issues to appropriate teams when necessary Support users with Microsoft 365, Windows 10/11, and standard business applications Maintain accurate documentation and knowledge base articles Contribute to continuous improvement of service desk processes Essential Skills & Experience Previous experience in a Service Desk or IT Support role Strong knowledge of Microsoft technologies (Windows OS, Office 365, Active Directory) Familiarity with ITIL principles and service management tools Excellent communication and customer service skills Ability to work independently and as part of a team Strong problem-solving and organisational skills Desirable ITIL Foundation certification Experience working in a public sector or highly regulated environment Knowledge of remote support tools and mobile device management