Service Desk Analyst
3 days ago
York
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, • 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.