IT Service Desk Analyst - Savings (12-month FTC)

Location: Head Office, London

Hours: Monday to Friday, 9:00am-5:30pm

Working Pattern: On-site

Reports to: Service Desk Team Lead

Department: IT and Operations - Service Management

About the Role

We're looking for a proactive and technically capable Service Desk Analyst to join our Clients IT Service Desk team. As the first point of contact for IT support, you'll play a key role in resolving technical issues, managing service requests, and ensuring a smooth experience for users in our London. This is a hands-on where you'll support critical applications and collaborate with internal teams and external vendors.

Key Responsibilities

• Resolve first-line technical issues and service requests in line with SLAs
• Provide third-party support for applications
• Log and manage tickets across phone, email, and walk-up channels
• Build and configure desktops, laptops, and mobile devices
• Support new joiners, movers, and leavers with account setup and access changes
• Maintain audit logs and provide evidence for service management controls
• Create and update SOPs and knowledge base articles
• Track hardware movements and maintain asset records
• Raise security awareness and identify risks
• Collaborate with internal teams and external vendors to deliver excellent outcomes

What We're Looking For

• Experience in a service desk or IT support role
• Experienced in providing third-party support for critical applications, coordinating with external vendors to manage incidents, changes and problem records
• Strong understanding of Microsoft 365, Active Directory, and desktop deployment
• Experience working within an Azure environment
• Familiarity with ITIL processes and audit controls
• Excellent communication and stakeholder management skills
• A customer-focused mindset with strong problem-solving skills
• Technical aptitude and a willingness to learn and grow
• Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus

If you're ready to take ownership of IT support and thrive in a dynamic, multi-site environment, we'd love to hear from you.