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Service Desk Analyst
Service Desk Support Analyst (Contract)
Location: Remote (UK-wide) Company: SAP Rate: £150 per day (Inside IR35) Duration: Initial 3 months, ASAP
We’re supporting a large not-for-profit organisation through a major digital onboarding programme, rolling out new email accounts for thousands of volunteers across the UK.
This is a high-volume, people-focused service desk environment supporting predominantly less technically confident users, where patience, empathy, and clear communication are essential successes factors.
You’ll join a small team of Service Desk Support Analysts to manage a surge in service desk tickets as the rollout scales live through August and beyond.
This is a meaningful opportunity to contribute to a critical programme helping volunteers deliver vital services in the community.
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What You’ll Be Doing
- Providing 1st line IT support via ServiceNow
- Managing a high volume of service desk tickets
- Handling access, login, and account-related issues
- Supporting users with varying technical confidence levels
- Delivering calm, clear, and patient end-user assistance
- Supporting onboarding and access issues for new email accounts and systems rollout
- Offering support across:
- Microsoft 365
- Windows OS
- Exchange
- SharePoint
- Intune
- Autopilot
- Internal applications
What We’re Looking For
- 1–2 years’ experience in a Service Desk / IT Support Analyst role
- Familiarity with ITIL processes, including:
- Incident Management
- Request fulfilment
- Change Management
- Experience using ServiceNow (ITSM) or similar ticketing/IT service management tools
- Experience supporting:
- Desktops & laptops
- Thin clients
- Peripherals
- Comfortable working in a high-paced, high-volume support environment
- Strong technical knowledge of:
- Windows OS
- Microsoft 365 (Office 365)
- Exchange & SharePoint
- (Desirable:)
- Intune & Autopilot
- HP laptops
- Cisco networking
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Why Apply?
This is your chance to be part of a meaningful digital transformation, enabling thousands of volunteers across the UK to deliver crucial support to those in crisis. You’ll provide the frontline IT assistance needed to ensure the rollout runs smoothly, helping vulnerable individuals in need.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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