IT Service Desk Analyst (1st / 2nd Line)

• Central Birmingham (2-3 days onsite)
• 6 Month Contract (Strong chance of extension)
• -275 - -300 per day (Outside IR35)

We''re partnered with a well-established, growing business who are looking to bring in a solid IT Service Desk Analyst to support their internal users and keep things running smoothly.

This is a straightforward, hands-on support role in a Microsoft environment. No fluff. They need someone reliable who can pick things up quickly and just get on with it.

The role

You''ll be the go-to person for day-to-day IT issues across the business, providing technical support to 500+ staff.

You''ll be working across Windows 10/11 environments, supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and handling user management through Active Directory and Azure (Entra).

There''s also some device management involved using Intune, so experience there is useful. This includes enrolling devices, applying compliance policies, and troubleshooting endpoint issues.

You''ll log and manage tickets properly, resolve what you can, and escalate when needed. Simple as that.

You''ll also support onboarding and offboarding, setting up new starters, configuring devices, and making sure access is provisioned correctly. There''s an element of endpoint security too, working with tools like Microsoft Defender and Sentinel.

What they''re looking for

They are not looking for someone learning on the job.

If you don''t have solid, hands-on experience across the below, don''t apply.

You need to be comfortable walking into a busy environment and contributing straight away.

You must have:

• Strong Windows 10/11 support experience
• Solid Microsoft 365 support experience (Outlook, Teams, SharePoint, OneDrive, Defender)
• Proven Active Directory experience (user management, permissions, resets)
• Hands-on experience with Microsoft Intune (device enrolment, compliance, endpoint issues)
• Experience using ITSM tools (ServiceNow, FreshService or similar) and working to SLAs
• Azure (Entra)
• Microsoft Defender and/or Sentinel
• Basic networking (DNS, DHCP, VPN troubleshooting)

The kind of person that works well here

Someone practical, calm, and easy to deal with.

You''ll be speaking to non-technical users all day, so being able to explain things clearly matters just as much as your technical skills.

If you can troubleshoot properly, stay organised, and don''t overcomplicate things, you''ll do well.