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Service Desk Analyst - Contract - Remote - OUTSIDE IR35
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Service Desk Analyst - Contract - Remote - OUTSIDE IR35
Service Desk Analyst (1st & 2nd Line Support)
Location: Fully Remote (UK) Contract: Initial 6 Months Rate: £200–£250 per day (Outside IR35) Start Date: ASAP
The Opportunity
We’re looking for an experienced Service Desk Analyst to join a busy IT support team on an initial 6-month contract. This is a fully remote opportunity where you’ll provide 1st and 2nd Line Support, helping users resolve technical issues while delivering excellent customer service.
Working within a Microsoft-centric environment, you’ll support end users across Microsoft 365, Azure, hardware, and business applications, while managing incidents through Jira and other ticketing systems.
Key Responsibilities
- Provide 1st and 2nd Line technical support via phone, email, and remote support tools.
- Troubleshoot and resolve hardware, software, OS, and connectivity issues.
- Support Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Administer and troubleshoot Azure Active Directory (Entra ID), including user accounts, groups, and permissions.
- Configure, deploy, and support laptops, desktops, printers, and mobile devices.
- Log, prioritise, and resolve incidents using Jira and other IT ticketing systems.
- Escalate complex issues to 3rd Line Support where required.
- Maintain accurate documentation and contribute to the knowledge base.
- Ensure support requests are resolved within agreed SLAs (Service Level Agreements).
- Collaborate with infrastructure and application support teams.
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Skills & Experience
Essential
- Previous experience in a Service Desk, IT Support, or Helpdesk role.
- Strong experience in providing both 1st and 2nd Line Support.
- Solid knowledge of Microsoft 365 and Azure Active Directory (Entra ID).
- Strong hardware troubleshooting experience.
- Experience using Jira or similar ITSM/ticketing systems.
- Good knowledge of Windows 10/11.
- Experience with Active Directory user administration.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and customer service skills.
- Ability to prioritise workloads in a fast-paced support environment.
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Desirable
- Microsoft Intune experience.
- Exchange Online administration skills.
- VPN and remote connectivity support.
- Basic networking knowledge (DNS, DHCP, TCP/IP).
- ITIL Foundation certification.
What’s on Offer
- £200–£250 per day (Outside IR35)
- Initial 6-month contract
- Fully remote working
- Immediate start available
- Opportunity to work with a modern Microsoft technology stack
- Collaborative and supportive technical team
Please Note
- Applicants must be UK-based and have the right to work in the UK.
- Unfortunately, sponsorship is not available for this contract.
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