ServiceDesk Analyst LilyLifestyle

IT Service Desk Analyst

Location: Uxbridge (Hybrid)
Duration: 3 Months Initially
Day Rate: 300
IR35: Outside

We are seeking a customer-focused IT Support Officer to provide high-quality, front-line IT support to users within a higher education environment. Acting as the first point of contact for IT queries, you will deliver technical assistance across various channels including in-person, phone, email, and chat. The role requires a proactive approach to problem-solving, a strong customer service ethic, and the ability to work collaboratively within a wider IT support team.

• Provide friendly, professional, and customer-focused front-of-house IT support
• Assist users with device connectivity, printing, software access, and general IT enquiries
• Monitor, prioritise, and resolve support tickets within agreed service levels
• Deploy and support hardware and equipment in line with institutional standards
• Apply ITIL-aligned service management processes
• Investigate and escalate incidents, documenting key actions and outcomes
• Support user testing, pilot rollouts, and feedback gathering for new services
• Supervise and support junior team members during operational hours
• Maintain accurate documentation and update the internal knowledge base
• Deliver basic training and user guidance on supported systems and software
• Support university events such as exams, enrolment, and registration
• Ensure compliance with IT and Health & Safety policies, including risk assessments
• Participate in process improvement initiatives and service reviews