Service Desk Analyst

We are looking for an experienced Service Desk Analyst for one of our NHS customers in the North West to join their ICT Service Desk for a 12-month engagement.

Working as the first point of contact for ICT queries, you will be responsible for logging, triaging, diagnosing and resolving incidents and service requests, ensuring users receive timely and effective support in line with agreed Service Level Agreements (SLAs).

This role requires excellent customer service skills combined with a strong technical understanding of desktop environments, Microsoft technologies, Active Directory and IT Service Management processes.

• Experience working in a 1st line IT support or Service Desk environment.
• Experience using an ITSM ticketing system.
• Strong knowledge of Microsoft Windows desktop environments and Microsoft 365.
• Experience supporting Active Directory and user account administration.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to manage priorities and work effectively under pressure.