IT Service Desk Analyst - 1st/2nd Line Support - Derby (inside IR35)

We are recruiting an IT Service Desk Analyst to join an established IT support team on an initial three-month contract.

This is an excellent opportunity for an IT Support Analyst with hands-on experience providing 1st and 2nd line technical support in a busy, customer-focused environment.

You will be responsible for supporting end users, resolving technical issues, managing service requests and ensuring a high standard of IT support across the business.

Key Responsibilities

• Provide 1st line and some 2nd line IT support to end users via telephone, email and service desk ticketing systems.
• Diagnose and resolve hardware, software and connectivity issues.
• Support Windows desktops, laptops, mobile devices and printers.
• Administer user accounts, passwords and security groups within Active Directory.
• Support Microsoft 365 applications and user environments.
• Assist with Microsoft Intune and mobile device management.
• Manage IT incidents and service requests, ensuring timely resolution or escalation.
• Support user onboarding and offboarding processes.
• Maintain accurate records of incidents, assets and technical documentation.
• Provide clear, professional communication to end users throughout the resolution process.
• Assist with occasional onsite technical support where required.

• Previous experience working in an IT Service Desk, Helpdesk or IT Support Analyst position.
• Good knowledge of Windows operating systems and desktop troubleshooting.
• Experience supporting Active Directory and Microsoft 365.
• Familiarity with Microsoft Intune or other device management solutions.
• Experience using an IT ticketing system.
• Good understanding of basic networking and connectivity troubleshooting.
• Excellent communication and customer service skills.
• Ability to prioritise incidents, take ownership of issues and work independently.

Desirable Skills

• ITIL knowledge or certification.
• Experience providing 2nd line support.
• Previous experience with enterprise applications.
• Experience supporting users across multiple locations.

This is an initial three-month contract within an established IT environment, offering the opportunity to work alongside an experienced support team.

We are particularly interested in candidates who are practical, approachable, customer-focused and comfortable resolving everyday IT issues.

Applicants should be based within a reasonable commuting distance of the Derby, Nottingham and Loughborough area.