IT Service Desk Analyst (Tier 1 / Tier 2) - York
Contract – Inside IR35 (Paying up to £200 per day depending on experience - chance to go perm if wanted)
We’re currently recruiting for IT Service Desk Analysts (Tier 1 & Tier 2) to join a busy, fast-paced support function within a well-established organisation based in York.
This is a contract opportunity (inside IR35) offering a hybrid working model, supporting a multi-site environment and acting as a key part of the IT support team.
The Role:
You’ll be part of a central Service Desk, acting as the first point of contact for IT incidents and requests, ensuring users receive a high level of support and communication at all times.
Depending on your level (Tier 1 or Tier 2), you’ll be responsible for logging, troubleshooting, resolving, or escalating a wide range of IT issues within agreed SLAs.
Key Responsibilities:
* Act as a single point of contact for IT incidents and service requests
* Log, categorise, and prioritise tickets accurately
* Provide 1st line or 2nd line support depending on experience
* Troubleshoot issues across Windows, Microsoft 365, Active Directory/Azure AD, Intune, VPNs and networking
* Manage tickets through to resolution or escalate where required
* Work to strict SLAs, ensuring timely resolution and updates to users
* Support access management, hardware/software issues, and general IT queries
* Contribute to knowledge sharing and continuous improvement
* Provide occasional on-site support in York
What We’re Looking For:
For Tier 1:
* Experience in a 1st Line / Service Desk / Helpdesk role
* Strong customer service and communication skills
* Basic knowledge of Windows and Microsoft Office / 365
* Experience working with ticketing systems and SLAs
For Tier 2:
* Proven 2nd Line / Tier 2 support experience
* Strong technical skills across:
* Active Directory / Azure AD (Entra)
* Microsoft 365 / Office 365
* Intune / endpoint management
* Windows 10/11
* Networking basics (TCP/IP, VPNs)
* Experience in multi-site or enterprise environments
* Strong troubleshooting and problem-solving capability
What’s on Offer:
* Contract opportunity (inside IR35)
* Hybrid working (York-based)
* Opportunity to work in a large-scale, multi-site environment
* Exposure to a broad range of technologies and support scenarios
Apply Now
If you’re an experienced Service Desk Analyst looking for your next contract, apply now or get in touch for more details.