IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Location: Bristol, UK (Hybrid Working Available)
Salary/Rate: £170 - £200 (Inside IR35)
Start Date: Immediately
Job Type: Contract

We are seeking a customer-focused IT Service Desk Analyst to join a fast-growing and technology-driven organisation. This is an exciting opportunity to become part of a collaborative IT team, providing front-line technical support to end users while ensuring a high standard of customer service and operational efficiency.

This role is ideal for someone with previous IT support experience who enjoys troubleshooting technical issues, supporting users, and working in a fast-paced service desk environment. You will play a key role in incident and service request management while contributing to continuous service improvement initiatives.

The Role

You will be responsible for providing first-line IT support to users across the organisation, managing incidents and service requests through to resolution. The role involves troubleshooting hardware, software, and network-related issues, supporting Microsoft technologies, and ensuring all requests are handled in accordance with SLAs and internal processes.

You will also support device configuration and maintenance, contribute to knowledge base documentation, and work closely with wider IT teams to resolve more complex technical issues.

Job Responsibilities/Objectives

• Respond to IT support queries via phone, email, and ticketing systems
• Diagnose and resolve hardware, software, and network-related issues
• Log, categorise, and track incidents through to resolution
• Escalate unresolved technical issues to relevant support teams where required
• Process service requests including account management, hardware requests, and access permissions
• Support desktop, laptop, and mobile device configuration and maintenance
• Assist with software installations, updates, and patch management
• Maintain accurate records, troubleshooting documentation, and knowledge base articles
• Deliver excellent customer service and maintain high levels of user satisfaction
• Work to defined SLA and KPI targets while managing calls through to closure
• Identify recurring issues and contribute to continuous improvement initiatives
• Collaborate with IT colleagues and other departments to resolve complex issues

Required Skills/Experience
The ideal candidate will have the following:

• 1-3 years' experience in an IT support or service desk environment
• Experience troubleshooting hardware, software, and networking issues
• Knowledge of Windows operating systems and Microsoft Office applications
• Experience supporting Microsoft technologies including Office 365, Azure, SharePoint Online, Windows 10/11, and Intune
• Understanding of Active Directory and Azure Active Directory user administration
• Familiarity with ITIL processes and incident management tools
• Strong communication and customer service skills
• Excellent organisational skills with the ability to prioritise workloads effectively
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively within a team environment
• Experience maintaining support documentation and knowledge base content
• Relevant certifications such as CompTIA A , ITIL Foundation, or Microsoft certifications are advantageous
• Relevant qualification in IT, Computer Science, or a related discipline preferred
• Flexibility to work in a hybrid environment with occasional travel where required

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.

Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.