Service Desk Analyst (Contract)
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Interim Service Desk Analyst – 1st Line Support
Rate: £250-£300 per day (inside IR35)
Duration: 4-6 weeks with potential extension
Start Date: ASAP
Location: Flexible working with the base being Church House, Westminster – 4 days per week
Environment: Microsoft 365/Azure
User Base: 900 users
Role Purpose
This is a contract opportunity to provide interim support during a temporary sick leave.
We are seeking a high performing 1st Line Service Desk Analyst to be based out of Church House, Westminster, who can hit the ground running and quickly absorb ticket volume and resolve most user issues at first contact within a fast-paced environment.
This role is critical to stabilising BAU support, improving response times, and delivering a consistently high-quality user experience across.
Key Responsibilities
- Act as the first point of contact for IT support (phone, email, portal, desk side)
- Manage and resolve 1st line incidents and service requests efficiently, escalate to 2nd where appropriate.
- Take responsibility for seeing issues through to completion and keeping users updated on progress.
- Work with other IT teams and external support providers when extra help is needed to resolve issues.
- Prepare equipment and accounts for new starters and ensure everything is ready for their first day.
- Set up accounts, equipment and system access for new starters, role changes and leavers, making sure access is added or removed when required.
- Support staff with their laptops, desktops, mobile devices, and everyday software.
Troubleshoot issues across:
- Windows 11 and Mac
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Additional tasks:
- Perform Joiners, Movers, Leavers processes ensuring accounts, access, and equipment are ready
- Take ownership of tickets through to resolution or escalation to your line manager
- Maintain accurate ticket updates and clear user communication
- Escalate appropriately while retaining accountability
- Contribute to knowledge base articles and suggest service improvements
- Reduce ticket backlog and improve SLA performance
- Achieve high first-time fix rate
- Deliver strong customer satisfaction through clear communication
- Improve ticket quality and documentation standards
- Identify and flag repeat issues and quick-win fixes
Essential Experience and Knowledge
- Proven 1st line Service Desk experience in a Microsoft environment
- Ability to manage high ticket volumes in a fast-paced setting
- Windows 11 and Mac
- Microsoft 365 applications
- Active Directory/Azure AD (user administration)
- Experience working with ITSM tools and SLA-driven support models
- Exposure to user lifecycle (JML) processes
- ITIL Foundation (or equivalent practical experience)
- Excellent communication and customer service skills
Personal Skills
- Strong problem-solving skills with a “first-time fix” mindset
- Calm under pressure and able to prioritise effectively
- Takes ownership and
Summary
Ideal for a contractor who can step straight into a busy service desk, make an immediate impact, and help deliver a stable, responsive IT support service within a short timeframe.