Service Desk Analyst

The Role The Service Analyst acts as the front line of IT support, providing high-quality technical assistance and customer service across the organisation. The role is responsible for logging, triaging, and resolving incidents and service requests, acting as a user advocate and ensuring issues are managed through to resolution in line with ITIL best practices, service levels, and security standards.

This role is FTC to end of Jan 2027 where most days will be onsite near Darlington. Essential for the role Experience working in an IT service desk, desktop support, or technical support role Strong customer service focus with the ability to communicate clearly and professionally Experience using IT service management / ticketing systems Knowledge of Microsoft 365 applications and end-user support Basic to intermediate experience with Microsoft Active Directory Ability to triage, troubleshoot, and resolve IT incidents and service requests Understanding of incident and request fulfilment processes Strong problem-solving skills and attention to detail Ability to follow structured processes and maintain accurate documentation Willingness to learn new technologies and support service improvement initiatives