IT Service Desk Analyst - SPACE Agency

IT Service Desk Analyst

* 3 to 6 Month Contract

* Inside IR35

IT Talent is representing an exciting opportunity for a skilled IT Service Desk Analyst to join one of our leading clients within the space sector. This is a 3 to 6 month contract role, based primarily onsite in Guildford, with some flexibility for remote working days. The position falls inside IR35, and we're seeking individuals who thrive in a fast-paced, technical environment supporting a diverse user base.

Key Purpose of the Role

As a 1st Line IT Service Desk Analyst, you'll provide crucial frontline support to internal users across multiple sites, ensuring timely and effective resolution of technical incidents and queries. This is a role that combines technical problem-solving with excellent customer service skills.

Responsibilities

1. User Support: Receive and manage calls from users regarding technical incidents or queries.
2. Ticket Management: Accurately log submissions into the Service Desk system, maintaining detailed notes on actions taken.
3. Issue Resolution: Conduct preliminary investigations using telephone, email, or remote admin tools, resolving issues where possible or escalating when necessary.
4. SOP Development: Develop and update Standard Operating Procedures (SOPs) for quick-win solutions to improve efficiency.
5. Service Desk Monitoring: Handle email queries, monitor phone systems, and manage escalated tickets to ensure SLA compliance.
6. Administration: Carry out IT documentation and general administrative tasks, including procurement.
7. Collaboration: Work closely with the Service Delivery Manager and Head of IT to support other directed tasks as needed.

Essential Requirements

Qualifications:

1. A diploma or NVQ in IT or communications (desirable but not essential).
2. Awareness of ITIL frameworks or equivalent is an advantage.

Experience:

1. Familiarity with using computers and general IT systems.
2. Previous experience in a customer-facing role.

Knowledge & Skills:

1. Strong communication and telephone skills.
2. Excellent customer service abilities.
3. Knowledge of Windows operating systems and the Microsoft Office suite.
4. Good analytical and problem-solving skills.
5. Ability to work effectively in a team and under pressure.
6. Demonstrated commitment to values such as accountability, teamwork, customer focus, and innovation.