IT Service Desk Analyst

Service Desk Analyst – Contract Location: Hereford ( 1 day a week in office) Contract: 3 Months Rate: Up to £180 per day Job Type: Full-Time Contract Working Hours: Monday–Friday, between 8am and 5:30pm on a rota basis About the Role Our client is looking for an experienced Service Desk Analyst to join their IT team on an initial 3-month contract. You'll provide professional, customer-focused 1st line IT support to a broad user base, handling incidents and service requests across desktop devices, applications and user access. This is a great opportunity for someone with strong Service Desk experience who can quickly understand technical issues, communicate effectively with users and work within agreed processes and SLAs. What You'll Do * Provide 1st line IT support via telephone and remote support tools * Log, prioritise and manage incidents and service requests * Diagnose and resolve desktop hardware and software issues * Support users with system and network access * Configure and support desktop applications * Use remote administration tools to troubleshoot user issues * Escalate unresolved incidents to 2nd line teams where appropriate * Keep users updated throughout the resolution process * Maintain accurate asset, equipment and ticket information * Support software installations, upgrades and desktop deployments * Assist with user account and email administration * Maintain and contribute to the Service Desk knowledge base * Work with external suppliers where required * Ensure all work is completed in line with security, data protection and service desk procedures What We're Looking For * Previous experience working within an IT Service Desk or 1st Line Support role * Strong customer service and communication skills * Experience troubleshooting desktop hardware, software and applications * Knowledge of user account and access administration * Comfortable using remote support and administration tools * Ability to prioritise incidents based on severity and business impact * Strong attention to detail when logging and documenting issues * Ability to work effectively within SLAs and established processes * A proactive and customer-focused approach Why Join? * Up to £180 per day * Initial 3-month contract * Full-time Monday–Friday working * Opportunity to support a large and varied user base * Broad exposure to desktop, application and access support * Remote support environment * Opportunity to contribute to service improvements and technical documentation Apply now if you're an experienced Service Desk Analyst looking for your next contract opportunity

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