IT Service Desk Analyst (1st / 2nd Line)
* Central Birmingham (2-3 days onsite)
* 6 Month Contract (Strong chance of extension)
* £275 - £300 per day (Outside IR35)
Were partnered with a well-established, growing business who are looking to bring in a solid IT Service Desk Analyst to support their internal users and keep things running smoothly.
This is a straightforward, hands‑on support role in a Microsoft environment. No fluff. They need someone reliable who can pick things up quickly and just get on with it.
The role
Youll be the go‑to person for day‑to‑day IT issues across the business, providing technical support to 500+ staff.
Youll be working across Windows 10/11 environments, supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and handling user management through Active Directory and Azure (Entra).
Theres also some device management involved using Intune, so experience there is useful. This includes enrolling devices, applying compliance policies, and troubleshooting endpoint issues.
Youll log and manage tickets properly, resolve what you can, and escalat when needed. Simple as that.
Youll also support onboarding and offboarding, setting up new starters, configuring devices, and making sure access is provisioned correctly. Theres an element of endpoint security too, working with tools like Microsoft Defender and Sentinel.
What theyre looking for
They are not looking for someone learning on the job.
If you dont have solid, hands‑on experience across the below, dont apply.
You need to be comfortable walking into a busy environment and contributing straight away.
You must have:
* Strong Windows 10/11 support experience
* Solid Microsoft 365 support experience (Outlook, Teams, SharePoint, OneDrive, Defender)
* Proven Active Directory experience (user management, permissions, resets)
* Hands‑on experience with Microsoft Intune (device enrolment, compliance, endpoint issues)
* Experience using ITSM tools (ServiceNow, FreshService or similar) and working to SLAs
* Azure (Entra)
* Microsoft Defender and/or Sentinel
* Basic networking (DNS, DHCP, VPN troubleshooting)
The kind of person that works well here
Someone practical, calm, and easy to deal with.
Youll be speaking to non‑technical users all day, so being able to explain things clearly matters just as much as your technical skills.
If you can troubleshoot properly, stay organised, and dont overcomplicate things, youll do well.
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