1st Line Service Desk Analyst Derby| 6-Month Initial Contract Are you a customer-focused IT professional who enjoys solving problems and delivering exceptional support? We're looking for a 1st Line Service Desk Analyst to join a fast-paced and growing IT function, providing first-class technical support to users across the business.
This is an excellent opportunity to secure an initial 6-month contract with a possibility into a permanent position for the right individual.
The Role
As a 1st Line Service Desk Analyst, you will be the first point of contact for all IT-related incidents and service requests. You will play a key role in ensuring users receive timely, professional, and effective support while maintaining high levels of customer satisfaction. Working as part of a collaborative service desk team, you will troubleshoot technical issues, manage ticket queues, and escalate more complex problems where necessary.
Key Responsibilities
- Provide first-line technical support via phone, email, and ticketing systems.
- Log, prioritise, and manage incidents and service requests through to resolution.
- Troubleshoot hardware, software, network, and user access issues.
- Support Microsoft 365 applications and Windows-based environments.
- Manage password resets, account administration, and access requests.
- Escalate unresolved issues to 2nd and 3rd line support teams.
- Maintain accurate ticket updates and customer communications.
- Support desktops, laptops, mobile devices, and associated peripherals.
- Contribute to knowledge base articles and continuous service improvements.
- Deliver a positive end-user experience and excellent customer service at all times.
Skills & Experience Required
- Previous experience within a Service Desk, Helpdesk, IT Support, or Technical Support environment.
- Strong troubleshooting and problem-solving ability.
- Experience supporting Windows operating systems and Microsoft 365.
- Good understanding of Active Directory and user account administration.
- Familiarity with ITSM/ticketing tools and incident management processes.
- Excellent communication and stakeholder management skills.
- Ability to prioritise workloads in a busy support environment.
- A proactive attitude and willingness to learn and develop.
What's on Offer?
- Excellent market-leading rate.
- 6-month initial contract with strong potential to convert into a permanent position.
- Shift allowance payments.
- Standby/on-call allowance payments.
- Opportunity to work within a supportive and collaborative IT team.
- Exposure to a wide range of technologies and business systems.
- Ongoing training and career development opportunities.
- Midlands-based role with long-term career prospects.
If you're an enthusiastic IT support professional looking for an opportunity that offers an excellent rate, additional shift and standby payments, and a genuine route to permanent employment, we'd love to hear from you.
1St Line Support - Service Desk Analyst employer: Lorien
As a leading employer in the Cyber Security sector, we offer an engaging work culture that prioritises collaboration and innovation. Our Stevenage location provides a dynamic environment where employees can thrive, with opportunities for professional growth and development, including support for further security clearances. Join us to be part of a team dedicated to countering cyber threats while enjoying competitive pay and a commitment to employee well-being.
