IT Service Desk Analyst (1st Line) - 3 month + contract

Immediate Opportunity | Potential for Extension Beyond September

An exciting opportunity has arisen for an experienced 1st Line IT Service Desk Analyst to join a busy and supportive IT team within a leading international organisation. This temporary position is initially available until September, with the potential to be extended for the right candidate, subject to business requirements.
This is an excellent opportunity for someone who enjoys delivering exceptional customer service, solving technical issues, and working in a fast-paced, collaborative environment supporting users across multiple European locations.

The Role

As the first point of contact for IT support, you will provide professional and efficient technical assistance via phone, email, ticketing systems, and face-to-face support. You'll take ownership of incidents from initial logging through to resolution, escalating more complex issues where necessary while maintaining excellent communication with users throughout.

Key Responsibilities

• Provide 1st line IT support to end users across multiple European locations.
• Log, prioritise, and manage support requests within the IT service management system, ensuring SLA targets are met.
• Troubleshoot and resolve issues relating to Windows PCs, laptops, Microsoft 365, mobile devices, and standard business applications.
• Escalate complex incidents to specialist support teams with accurate documentation.
• Deliver clear, user-friendly guidance to both technical and non-technical users.
• Contribute to the IT knowledge base by documenting common issues and resolutions.
• Identify recurring issues and suggest improvements to support processes and user experience.

What We're Looking For

• Previous experience in a 1st Line IT Support or Service Desk environment.
• Experience using ITSM or ticketing systems such as Freshservice, ServiceNow, or similar.
• Good working knowledge of:
• Windows operating systems
• Microsoft 365
• PC and laptop hardware troubleshooting
• iOS mobile device support
• Basic understanding of:
• Active Directory user administration
• Remote support tools
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with a customer-first approach.
• Fluent English is essential. Additional European languages or Japanese would be beneficial but are not essential.

About You

You'll be a proactive and organised IT professional who enjoys helping people and thrives in a busy support environment. You'll be comfortable managing multiple priorities while maintaining excellent attention to detail and delivering outstanding customer service.
You will also bring:

• A professional and patient approach.
• Excellent verbal and written communication skills.
• Strong organisational and time management abilities.
• A collaborative team mindset.
• A willingness to learn and develop.
• An understanding of IT security best practices and adherence to company procedures.

If you're looking for a rewarding temporary opportunity with the possibility of extending into a longer-term assignment, we'd love to hear from you.