1st Line Service Desk Analyst
Location: Bicester | Rate: £200-£250 per day | IR35: Outside IR35 | Contract: Until 31st December | Working pattern: Office-based
We're recruiting for an experienced 1st Line Service Desk Analyst to join a leading luxury retail organisation based in Bicester. This is an excellent contract opportunity for a customer-focused IT support professional who enjoys working in a busy, hands-on service desk environment.
You’ll act as the first point of contact for internal users, providing high-quality technical support across Microsoft, Apple and ServiceNow environments while helping employees stay productive and supported.
About the role
As a 1st Line Service Desk Analyst, you’ll be responsible for responding to IT incidents and service requests, troubleshooting issues where possible and ensuring users receive a professional and efficient support experience.
Key responsibilities
- Providing 1st Line IT support and resolving incidents and requests where possible
- Logging, categorising, prioritising and updating tickets within ServiceNow
- Monitoring ticket queues and ensuring issues are progressed within agreed SLAs
- Escalating more complex issues to internal resolver teams and third-party suppliers
- Keeping users informed on the progress of their incidents and requests
- Supporting Microsoft environments including Azure, M365, Active Directory and Exchange
- Providing support for Apple devices
- Creating knowledge articles and supporting IT documentation and user training
- Maintaining a consistently high level of customer service
Skills and experience required
- 2+ years' recent Service Desk / 1st Line IT Support experience
- Experience supporting Microsoft environments, including M365, Azure, Active Directory and Exchange
- Experience supporting and managing Apple devices
- Strong customer service and communication skills
- A friendly, approachable and positive attitude
- The ability to work effectively in a busy, fast-paced environment
Contract details
- Rate: £200-£250 per day
- IR35 status: Outside IR35
- Contract length: Initially until 31st December
- Start date: ASAP
- Location: Bicester
- Working pattern: 5 days per week office-based
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Butler Rose is committed to equality in the workplace and is an equal opportunity employer. Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.
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1st Line Analyst (Outside IR35) in Bicester employer: Butler Rose Ltd
Butler Rose is an excellent employer, offering a dynamic work environment in Maidenhead that fosters professional growth and development. With a focus on infrastructure, this interim role provides the opportunity to lead significant financial reporting projects while enjoying flexible working arrangements, including increased remote work as you settle into the position. The company values technical expertise and encourages a culture of collaboration and challenge, making it an ideal place for qualified accountants looking to make a meaningful impact.
