Service Desk Analyst (1st & 2nd Line Support)

Location: Fully Remote (UK)
Contract: Initial 6 Months
Rate: £200-£250 per day (Outside IR35)
Start Date: ASAP

The Opportunity

We’re looking for an experienced Service Desk Analyst to join a busy IT support team on an initial 6-month contract. This is a fully remote opportunity where you’ll provide 1st and 2nd Line Support, helping users resolve technical issues while delivering excellent customer service.
Working within a Microsoft-centric environment, you’ll support end users across Microsoft 365, Azure, hardware, and business applications while managing incidents through Jira and other ticketing systems.

Key Responsibilities

• Provide 1st and 2nd Line technical support via phone, email, and remote support tools.
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
• Support Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Administer and troubleshoot Azure Active Directory (Entra ID), including user accounts, groups, and permissions.
• Configure, deploy, and support laptops, desktops, printers, and mobile devices.
• Log, prioritise, and resolve incidents using Jira and IT ticketing systems.
• Escalate complex issues to 3rd Line support where required.
• Maintain accurate documentation and contribute to the knowledge base.
• Ensure support requests are resolved within agreed SLAs.
• Work collaboratively with infrastructure and application support teams.

Skills & Experience

• Previous experience in a Service Desk, IT Support, or Helpdesk role.
• Strong experience providing both 1st and 2nd Line Support.
• Solid knowledge of Microsoft 365.
• Experience supporting Azure Active Directory (Entra ID).
• Strong hardware troubleshooting experience.
• Experience using Jira or similar ITSM/ticketing systems.
• Good knowledge of Windows 10/11.
• Experience with Active Directory user administration.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to prioritise workloads in a fast-paced support environment.

Desirable Skills

• Microsoft Intune experience.
• Exchange Online administration.
• VPN and remote connectivity support.
• Basic networking knowledge (DNS, DHCP, TCP/IP).
• ITIL Foundation certification.

What’s on Offer

• £200-£250 per day (Outside IR35)
• Initial 6-month contract
• Fully remote working
• Immediate start available.
• Opportunity to work with a modern Microsoft technology stack.
• Collaborative and supportive technical team.

Please Note

• Applicants must be UK-based and have the right to work in the UK.
• Unfortunately, sponsorship is not available for this contract.