Service Desk Analyst - Standard Office Hours

Job Title: Service Desk Analyst – Standard Office Hours
Location: Onsite Role, Bristol, UK
Job Type: Contract (Initial 3 Months, with Potential for Permanent Placement)
Hours: Monday to Friday, Office Hours
Rate: £140 per Day (Inside IR35 – Umbrella Contractors Only)

About the Role:

We are seeking a proactive and customer-focused Service Desk Analyst to join our client’s dynamic IT support team based in Bristol. This onsite role offers an excellent opportunity to provide critical first-line technical support while honing your skills in a fast-paced IT environment.

As the first point of contact for IT support, you will play a vital role in resolving technical issues, ensuring customer satisfaction, and collaborating with teams to deliver seamless service desk operations.

Key Responsibilities:

• Incident Management: Efficiently log, categorise, and prioritise incidents and service requests via phone, email, or ticketing systems.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues, escalating when needed.
• Customer Service: Deliver exceptional customer service by keeping users informed about the progress and resolution of their requests.
• Documentation: Maintain accurate records of troubleshooting steps, resolutions, and incident details in the ticketing system.
• User Support: Assist with tasks such as account creation, password resets, and access issues across various systems.
• Continuous Improvement: Identify recurring issues and suggest process enhancements to reduce incident rates.
• Collaboration: Work closely with other IT teams to ensure effective resolution of escalated issues and a seamless user experience.

Key Skills and Experience:

• Technical Knowledge: Proficient in Windows OS, Microsoft Office Suite, desktop applications, and ticketing systems. Experience with Active Directory, VMWare, networking fundamentals, and remote support tools is a plus.
• Problem-Solving: Strong analytical skills with a solutions-driven mindset.
• Communication: Excellent verbal and written communication skills, capable of explaining technical concepts clearly.
• Customer Focus: A dedicated commitment to providing outstanding customer support.
• Time Management: Ability to multitask and prioritise effectively in a fast-paced work environment.
• Experience: Recent experience in a Service Desk role is essential

Qualifications:

• Advantageous: A relevant IT qualification such as CompTIA A+, ITIL Foundation, or equivalent.

Why Join?

• Career Growth: Opportunity to transition into a permanent role and gain valuable experience in a fast-moving IT environment.
• Dynamic Environment: Be part of a collaborative and supportive IT team that values innovation and professional development.