Hybrid 1st Line Support Service Desk Analyst (2/3 months)

  • Location
    Twickenham, Greater London
  • Category
    IT and Telecoms - 1st Line Support/Helpdesk
  • Contract Type
    Temporary contract
  • Salary
  • OrganizationType

1st Line Support Service Desk Analyst - Fixed Term Contract (2/3 months)

Hybrid, In the office once a week.

£12.50 p/h


Hours: 35 hours

Start date: ASAP


An exciting (Hybrid) opportunity to work for a well known governing body as a Service Desk Analyst.

Working hours of:

Monday to Friday, 9am to 5pm or 12pm to 8pm, a rare 35-hour week! Hours rotate on a weekly cycle.

You will be (virtually) joining a small team of 6, all reporting to the IT Operations Manager. The core duties of this role is to assist in the handling of all incoming email queries and logging incidents and service requests into the IT service management tool.

Sounds pretty easy……other daily duties include:

  • Logging, responding, and managing customer requests, all the way to resolution.

  • Setting the correct priority to all requests.

  • Acting as an ambassador

  • Assist in pre-release testing, providing feedback on success criteria for the externally facing services and products.

  • Assigning and escalating incidents and service requests to 2nd/3rd support team members and third parties.

  • Following up on open incidents/service requests with support teams and third parties.

  • Assisting in maintaining the IT knowledge base with detailed customer-facing documentation to a high standard.

  • Managing the historical backlog of tickets making sure that the end user is always communicated to throughout the life cycle.

  • Managing information and general administration support for the IT service management tool, keeping all records up to date.

  • Undertaking such other duties required from time to time

To be successful in this role you'll have:

  • Excellent verbal and communication skills

  • 1st line support experience

  • Problem solving skills

  • Confidence and the ability to manage your own times

  • You must be customer focused

  • The ability to follow process and procedure correctly

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Lucy Limerick