Service Desk Analyst (1st Line) - ContractThis is a 3-month Day Rate Contract Role (Inside IR35). We are seeking a Service Desk Analyst who will serve as the first point of contact for customers reporting IT issues. You will help deliver an exceptional standard of customer service, ensuring every query is logged, tracked, and resolved efficiently. This is a great opportunity for someone who is passionate about technology, enjoys problem-solving, and thrives on delivering excellent customer experiences.

Key Responsibilities

Act as the first point of contact for customers via telephone, email, and the customer portal.

Log tickets accurately with high attention to detail using the ticket management system.

Carry out basic incident resolution (first-time fixes) where possible.

Proactively handle customer queries in a timely and professional manner.

Maintain a positive attitude and consistently deliver a high level of customer service.

Adapt to additional duties that may arise due to changing business needs.

Qualifications

Essential:

Excellent customer service skills.

Strong written and verbal communication skills.

Interest in technology and problem-solving.

Experience with Microsoft Office suite.

Interpersonal Skills

Strong attention to detail.

Self-motivated and eager to learn new skills.

Excellent organisational and time-management skills.

Flexible, enthusiastic, and approachable.

Effective problem-solving and decision-making skills.

Ability to work under pressure with minimal supervision.

Professionalism with a focus on customer satisfaction.

Additional Information

Why Join Us?

Be part of a supportive, customer-focused team.

Opportunities to develop technical skills and grow within IT support.

A role where your professionalism and service excellence will make a real impact.

We believe inclusion is the bridge for everyone to be their authentic selves. We respect and celebrate our differences as diversity is what makes us unique and sparks our innovation. Be you with us and feel you belong.

We encourage applications from a wide range of individuals, irrespective of age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs and sexual orientation.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for the role, please get in touch.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Telecommunications

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