Service Desk Analyst

IT Service Desk Analyst (Tier 1 / Tier 2) - York

Learn more about the general tasks related to this opportunity below, as well as required skills.

Contract – Inside IR35 (Paying up to £200 per day depending on experience - chance to go perm if wanted)

We’re currently recruiting for IT Service Desk Analysts (Tier 1 & Tier 2) to join a busy, fast-paced support function within a well-established organisation based in York.

This is a contract opportunity (inside IR35) offering a hybrid working model, supporting a multi-site environment and acting as a key part of the IT support team.

The Role:

You’ll be part of a central Service Desk, acting as the first point of contact for IT incidents and requests, ensuring users receive a high level of support and communication at all times.

Depending on your level (Tier 1 or Tier 2), you’ll be responsible for logging, troubleshooting, resolving, or escalating a wide range of IT issues within agreed SLAs.

Key Responsibilities:

• Act as a single point of contact for IT incidents and service requests
• Log, categorise, and prioritise tickets accurately
• Provide 1st line or 2nd line support depending on experience
• Troubleshoot issues across Windows, Microsoft 365, Active Directory/Azure AD, Intune, VPNs and networking
• Manage tickets through to resolution or escalate where required
• Work to strict SLAs, ensuring timely resolution and updates to users
• Support access management, hardware/software issues, and general IT queries
• Contribute to knowledge sharing and continuous improvement
• Provide occasional on-site support in York

What We’re Looking For:

For Tier 1:

• Experience in a 1st Line / Service Desk / Helpdesk role
• Strong customer service and communication skills
• Basic knowledge of Windows and Microsoft Office / 365
• Experience working with ticketing systems and SLAs

For Tier 2:

• Proven 2nd Line / Tier 2 support experience
• Strong technical skills across: xwzovoh
• Active Directory / Azure AD (Entra)
• Microsoft 365 / Office 365
• Intune / endpoint management
• Windows 10/11
• Networking basics (TCP/IP, VPNs)
• Experience in multi-site or enterprise environments
• Strong troubleshooting and problem-solving capability

What’s on Offer:

• Contract opportunity (inside IR35)
• Hybrid working (York-based)
• Opportunity to work in a large-scale, multi-site environment
• Exposure to a broad range of technologies and support scenarios

Apply Now

If you’re an experienced Service Desk Analyst looking for your next contract, apply now or get in touch for more details.